A report by Forrester suggests that email continues to be the most popular way customers reach out to companies for help.
In a customer survey by Conduit, a staggering 72% of respondents said they prefer to communicate with businesses via email.
With customer experience at the heart of building a successful business in the present day, the need to be “really good at managing customer emails” is pressing.
Interestingly, the email service that companies use will play a pivotal role in how well teams can serve customers. In this paper, Hiver looks at how to make Gmail, the fastest-growing email service provider for businesses, work for customer service.
But, is Gmail really geared to handle customer conversations?