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Best Practices to Accelerate the Quality, Consistency and Speed of Email Service
Email continues to be one of the fastest growing customer service channels, enabling companies to reduce their cost per contact by up to 75-80% compared with phone interactions.1 Recent research has shown that email has become a preferred support channel for many high-value customers. Through KANA’s many years of deploying email response management at major companies worldwide, we have developed a series of best practices that will materially aid your efforts to deliver service that inspires customer satisfaction, confidence and loyalty. In this paper, we discuss the purpose of these best practices and outline practical implementation considerations.

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