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SME Web: Email is officially the UK's worst channel for customer service, according to research. eService provider Transversal's third annual Multi-channel Customer Service Study has uncovered a growing crisis in email response: Emailing customer service staff is markedly less effective at yielding a satisfactory answer than using an automated online system or phoning a contact center. Less than half (46 percent) of the routine customer service questions emailed to 100 leading organizations were answered adequately.

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