Automated E-mail Response: What Managers Need to Know

A recent study showed that many top companies aren’t responding quickly to e-mail inquiries. Whether it’s because they are not equipped to handle the volume of inquiries or they just don’t consider it a priority, these companies (and yours) should heed this wakeup call. Answering messages quickly and accurately can go a long way toward attracting and keeping customers. Several software firms now offer products that respond to incoming e-mail using a form of artificial intelligence to analyze the meaning of text messages, enabling companies to respond quickly to large volumes of e-mail. Includes a box on the costs and benefits of automated e-mail response software and a brief case study of Egghead.com, an Internet retailer that has drastically improved its e-mail response time as a result of using the software.

 

About the Author /

hplotkin@plotkin.com

<p>My published work since 1985 has focused mostly on public policy, technology, science, education and business. I’ve written more than 600 articles for a variety of magazines, journals and newspapers on these often interrelated subjects. The topics I have covered include analysis of progressive approaches to higher education, entrepreneurial trends, e-learning strategies, business management, open source software, alternative energy research and development, voting technologies, streaming media platforms, online electioneering, biotech research, patent and tax law reform, federal nanotechnology policies and tech stocks.</p>

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