SMEs lax on email
May 28 2010
Businesses are losing customers by not responding to customer emails.
Nearly one-third of companies have admitted to losing email orders at least once during the last quarter. This is despite over half of consumers saying they spend more with firms that are ‘email-efficient’, finds a study from Fasthosts Internet.
In a separate study from the web hosting company, it found 70 per cent of customers expect just as much attention to be given to an email as physical letter.
Steve Holford, CEO of Fasthosts, says: ‘While most business owners do value the convenience of email, many are failing to heed consumer expectations for how efficiently all email needs to be handled. Consumers today actively seek the use of email as a channel, and firms that neglect or lose email dialogue will lose precious revenue.’
Of the 1,495 businesses surveyed, two-thirds say they have received no training at all in the use of business email.
Comment by structurl at structurl.com
Tuesday 1st June 2010Hi, It is interesting how many people ignore their email as an essential service. We look at it as something that must be available and used, just like your telephone. Find out more at http://structurl.com. the team
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Tuesday 3rd August 2010Our experience shows that over 90% of the email that is received by our clients is spam - and that is just what is stopped before it hits the inbox. A large chunk of what gets through is also likely to be spam that runs close to the rules so needs to be let in - just in case. Did the study ask how many orders were being received and see whether there was a correlation between order volumes and order losses? Initial thoughts would be that this is a volume issue but if it is a competence issue, there is a lot of training needed out there.
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