Comments on: 5 Signs That You Should Stop Using Email for Support

By: Caroline Mary

Caroline Mary — Wed, 12 Oct 2022 12:22:50 +0000

In reply to Anthony.

Totally agree, the prevalence of “Chat Bot” systems is damaging productivity in many businesses. It is just ridiculous that big companies force synchronous communication (meaning we have to wait for a reply and have to “chat” on a virtual keyboard). These companies don’t care and won’t listen, they’ve been sold this lie that this article spreads that it is cheaper for them and it will improve customer satisfaction – it does not. I don’t know anyone who has ever had a positive chat bot experience. Even the best chat bots can only do what the website can already do and most people can do that themselves rather than waste time jumping through chat bot hoops and dead-ends. When will these companies wake up?

The truth is that the “chat bot” providers want to collect your chat data to feed their systems and make them more “intelligent” – that is their dream. It is unlikely to happen as most customer queries actually are for tasks systems can’t already do. I avoid any company that uses Chat as a primary support. Now including Amazon and Barclays.

By: GadF1y

GadF1y — Sat, 09 Jan 2021 12:11:38 +0000

Yeah, no.

By: Anthony

Anthony — Fri, 28 Jun 2019 06:48:25 +0000

Horrible idea. In the 18 months since this article was posted I have lost email support for a 1/2 dozen companies that I do business with. Credit cards / banks, and others… horrible. Now I can only call or “chat”. Well, I cant call due to my job. Noise levels and privacy issues do not permit me to call easily. Not convenient to me, the customer. I am not sitting in my car – cant write down things I need to. Likewise, I cant sit there and chat with some customer service rep that is also handling 15-20 other customers, and waste 45-60 minutes chatting about my problem. Email was great, it permitted me to shoot off a written explanation of my issue and I could check back later for a response. 9 out of 10 times I was satisfied that the problem was resolved. Otherwise I may have had to respond back and wait for another resolution. Either way the problem was resolved within a day. If it was urgent, then yes – I would find a way to call. But 99% of my issues are not urgent that I need to sit at my computer for at least 45 minutes and chat with someone who is not giving me 100% attention and my experience has shown they usually want you to call anyway. Ugh. I stopped doing business with almost all of those companies that ceased email support. I know I am not alone.

By: Juha Kuusama

Juha Kuusama — Fri, 02 Nov 2018 10:07:44 +0000

“When did you realize you had outgrown email?”

Answer: This week. I have a one man company. Last week I was traveling, and doing support vie phone email, postponing some issues until I returned. There were not that many issues, but I realize that I’m not at all sure about the status of each:
– Does the customer consider the issue as solved?

– Who has the ball on each issue, am I waiting for more data from the customer or is the customer waiting my answer?

– Have I taken clear enough action on each?

My inbox really is not a customer support dashboard…

I came to this blog when trying to find the perfect solution for me. (Still not sure if Groove is that, feel free to contact me about this! => juha at liteplacer dot com).

By: GreyShone

GreyShone — Tue, 26 Jun 2018 10:42:14 +0000

Email for suport is great. especially using email automation, for ex. remail.io

By: Nick shenko

Nick shenko — Mon, 16 Apr 2018 09:52:23 +0000

Thank you, interesting opinion.

By: Sajay Jai Singh

Sajay Jai Singh — Wed, 07 Feb 2018 10:53:57 +0000

Having a great knowledge base is definitely one thing that increases efficiency.
Some of my clients face this huge problem when their customers keep asking them the same questions.
I suggested them to build a public knowledge base so it becomes more of a “self help” place.
Plus, canned responses is another lifesaver!

Good read! I’ll be quoting this article 🙂

By: Blair Arcaini

Blair Arcaini — Tue, 28 Nov 2017 16:16:30 +0000

Great article! We have 10 mailboxes in Groove, and up to 5 or 6 agents that all work within our boxes. With the analytics, CR’s, and organization Groove provides – our team is able to work within EMAIL fairly flawlessly. However, what about the move away from “ticketing” to Social Media and other support channels as the primary source of support for your company? When do you know if you should lean into alternative methods of support – live chat, etc. – and ABANDON email as the “first stop for help” altogether? When you know it’s time, how do you make that transition?