Darrell ColeDarrell ColeMay 28, 2020


As a customer, getting service in the digital age can be very trying. 

Hoping that your email messages don’t end up in spam filters or disregarded, getting lost in automated telephone trees, having conversations with chat-bots, among others, leaves most people screaming for interaction with a fellow human being.

Email Fails

One of the most common methods for businesses to interact with their (potential) customers is through email. Have a question, complaint or request? No problem. Just email us (typically through Info@).

Despite claims of easy access and quick responses, my experiences over the past year have been anything but. I was experiencing what seemed to be a decline in customer service when dealing with organisations via email. This feeling was so significant that I decided to track my interactions over a four-month period (pre-CoVid19), just to see if what I was experiencing was real.

Here are the results.

I was seeking a local brew pub to partner on an event and sent a detailed email message to several through their respective websites. Of those contacted, only one replied. As a follow-up, I decided to personally visit two of those establishments. One of them told me they would have to discuss it with the owner and get back to me. They never did. In the end, we held the event at a local restaurant who responded to my email message the same day. It was a roaring success and they gained profile and customers.

I am a season ticket holder of a local dance company. I wanted to buy a second ticket and sent them a message asking how to do that. After four such email messages over the span of a month without a response, I tried calling.  I never received a response to my call. I also visited their office twice, hoping to catch someone there. They were closed both times (no office hours posted). I was finally able to get a response after the fifth message. I won’t be renewing with them next season.

Our company belongs to a local business association, one that we pay for a membership in and correspond with frequently. Its primary mandate relates to providing services for its business members, yet my email interactions were something less:

  • I sent an email asking about a policy position. I received no response.
  • I sent an email informing the association that I could access a free resource for interested fellow members. How could we best approach getting the word out? No response.
  • I sent an email asking for clarification regarding event dates as a couple of them had contradicting dates between the brochure and the website. No response.

I finally informed an employee of the organisation of my struggles and he apologised, citing that “they had been very busy” and he would call me the next day. I never heard from him again. I doubt that our company will be renewing our membership next year.

I contacted a local company about a group gathering they were hosting that I was interested in paying to attend. I emailed them twice before getting a one-line response that did not answer my question. I tried emailing them once more but received no response. I never joined their event and they lost the sale.

I emailed a winery asking them if I could get their product in a city I would be travelling to, as I wanted to purchase a case. No response. I never purchased any of their products.  

Somebody Gets It

Now, let me now tell you about another example of customer service I experienced that started with an email message.

I contacted a local grocery store (national chain) to ask them why they put their high-end products in re-sealable bags with seals that don’t work. I was contacted through email the next day by the manager, who thanked me profusely, telling me that he would bring this matter to the attention of the national office and the bag producers. A short while later I received a second message saying that the concern had been brought to the attention of the bag producer and they were considering the situation. Shortly thereafter, I received a third message thanking me for helping to improve their products and would I please come down to the store to pick up a gift basket.

I was a little taken aback by their response (I just wanted them to fix their bags) but I went down to pick up the gift basket. When I got the basket, I found it filled with a variety of edible goods, each in its own bag WITH AN IMPROVED SEAL. And when I looked at their bagged sections, all of their goods were now in bags with improved seals! I will never stop shopping there.

Assessing the Quality of your Email-Based Customer Service

It still isn’t clear to me why I am experiencing so much trouble with emailed based customer service. Whatever the reason(s), it’s clear that some businesses are dropping the ball and that it is costing them dearly.

So, if you are running a business or are responsible for customer service or service design within your company, ask yourself these questions:

  1. Do you have an “info@” and is someone designated to check it?
  2. Are your employees over-burdened by work/information overload and are unable to deal with what they are expected to do?
  3. Do your employees understand the negative impact of not responding to folks who send in messages through your email? Have they received any received e-customer service training?
  4. Do you undertake regular (and meaningful) quality checks on what email has come in and how customers have been dealt with?

Attracting and retaining customers can be a challenge in a highly competitive business world. By remembering that you, too, are a customer, and taking the time to reflect on what makes you happy, can be one of the simplest and most effective ways to improve the customer service experience.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


what is libido ways to increase stamina erections on demand book increase your sex drive marijuana impotency most common drugs cialis effect on blood pressure alpha jym review men with big penis how long does l arginine last pulling penis androzene wiki things that make your penis grow dick length rlx male enhancement how to fix a hormonal imbalance low t supplements gnc ignite noxitril amazon big penis images ultra core max noxitril free vesele supplement reviews enhance for men viagra doesnt work small blue pill with m beyond the blue pill blue pill for men buying drugs online water cock pump trimix injection results darius paduch you get real on a pill and i like it sildenafil online india best overseas pharmacy penis pump actually work young hardons effexor sex drive herbs for circulation androzene at gnc do vitamins help sexual health supplements cause of ed levitra alternative men sexual tips sexy boners black guy booty nitric oxide for ed stay hard pills at gas station best looking penis testo max hd scam zyntix amazon stamina fuel male enhancement review orange pill with av extenze rapid release reviews top ten test boosters male enhancement dangers penis enlarge pills

cbd wholesale gold formula cbd oil cbd oil for migraines high cbd strains for sale how to extract cbd oil medterra medoil cbd tincture cbd oil and pancreatic cancer benefits of cbd oil for diabetes does cbd oil smell quick define how to add flavor to cbd oil which one help sleep for menapause cbd oil or hemp oil can you use cbd oil for earache when buying cbd oil cbd weight loss reddit cbd clipart cbd oil for spasticity cbd oil study cbd band samara mass effect cbd living chocolate holiday apartments for rent in sydney cbd beer with cbd cv sciences plus cbd oil amazon cbd oil balm for pain how often to dose cbd hemp oil for anxiety where to buy cbd in oahu define compund cbd shrink tumors made in japan melbourne cbd 4 star hotels perth cbd cbd anti inflammatory studies medterra discount code cbd infusion flower urban dictionary abstract pen art if you need more information cbd oil gastritis pure pro massage oil can you buy cbd oil in iowa arthritis translate honeycolony cbd oil aceite de marihuana cbd and black seed oil congress health care snopes the red pill amazon liquid sci glass cbd crystals effects f45 hobart cbd cbd appetite suppressant does cbd oil help ms feline hyperesthesia cbd valentine cbd oil can you fail a drug test for cbd cbd oil drops medical views cbd oil livit cbd oil luverne minnesota doe health benefits form

honey for weight loss hypnosis weight loss youtube weight loss hair loss one life diet pills weight loss breakfast smoothies benefits of protein for weight loss lentils weight loss does green tea help weight loss best meal plans for weight loss protein powder shakes for weight loss scottsdale weight loss protein diet weight loss weight loss chattanooga the best water pills for weight loss low impact cardio for weight loss garcinia weight loss pills the truth about weight loss easy weight loss tips phoebe tonkin weight loss keto weight loss plateau t3 medication weight loss kardashian weight loss quick trim tempestt bledsoe weight loss lyme disease weight loss campral weight loss weight loss dance videos does yoga help weight loss tequila weight loss meat diet weight loss homemade weight loss shakes lee syatt weight loss best green juice for weight loss kate mckinnon weight loss tv advertised diet pills dr oz smoothie recipes for weight loss pasta for weight loss the best pill for weight loss loose weight fast diet pills trokendi xr dosage for weight loss golo ingredients weight loss pills advertisement nih weight loss benefits of fish oil pills weight loss free fast weight loss pills diet pills like adderall weight loss apple cider drink acai berry detox diet pills non invasive weight loss options best pills to make you lose weight fast kelp diet pills quick weight loss efa super keto boost best quick weight loss detox best drugs for weight loss dukan diet cruise phase weight loss colon cleanse for weight loss garcinia burn where to buy 40 day fast weight loss

premium vape best vape pen for wax and oil vaping for weight loss best vapor tank vision ecig spinner 2 vape clones vs real tch vape juice t10 fname coils smok leviathan vape juice rebuildable e cig vape style juice vapor tanks for sale license to sell vape juice snoop dogg g pen easiest drawing e cigarette 2015 verde valley vapes silver bullet mod how to set up my voopoo drag baby trio starter kit vaping flavor nike vapor grip 3 vaping just as bad as cigarettes fruity pebbles vape vape oil nicotine levels ecig mod holster new mini box mods e cigarette charging top fill rta phix for sale tfv4 sextuple coil review eleaf icare coil building station kilo vape juice best 18650 for vape largest vape smok 3 battery mod voopoo anteriovens tfv12 prince vs baby prince 24mm vape bands cali burn uwell valyrian no flavor smok alien screen protector cure for toenail fungus vicks vapor rub smok v8 big baby coils smok xcube 2 mod smok mag no atomizer error e cigarette most like real cigarette used smok alien ecig new uwell crown coils nickel smok tanks tfv12 uwell iron first titan mod vape uwell crown 3 grim top box mods uwell vape pens store locator what does vape juice look like voopoo vmate 200w black rock cheap vape starter kit with juice