Companies need to improve their e-contact centre performance, according to a new study.
Transversal's Multi-channel Customer Service Study has revealed that companies' email contact prowess is lacking, reports E-consultancy.
Of the 100 organisations emailed by the firm, 54 per cent gave inadequate answers to the queries posed to them.
Meanwhile, the average time e-contact centres took to respond to emails stood at two days - some firms responded within minutes, but three in ten did not reply at all.
Retailers were among the best performers and insurance companies named as the worst, with particular problems identified as using emails to direct customers to other resources, such as call centres or websites.
And improvements in response time were reportedly at the expense of quality, with telecoms companies improving their speed from 36 hours last year to 26 this year, but the quality of responses fell from 70 per cent to 20 per cent.
Meanwhile, E-consultancy recently observed that customers appreciate the opportunity to email queries to companies, rather than having to wait on the phone or for a response to a letter.
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