Companies Take Days, Weeks, Even Months to Answer Customer E-Mails

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B.L. Ochman B.L. Ochman also writes the popular What's Next Blog.
Speed is the name of the game online. We expect fast access to information, news and answers. Yet, many big companies take four months or more to respond to customer e-mail -- if they respond at all.

Dear customer-service people: Don't whine about how expensive it is to hire humans to answer customer e-mails. If it weren't for customers, you wouldn't need to come to work.

Bring back the human beings! There simply is no excuse for not answering customer-service e-mail. And those freaking contact forms and "support forums" must die.

But never fear -- I've got some ideas on how to fix the problem.
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