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#ICMIchat Recap: Effective Email Customer Service

By Erica Marois | Date Published: November 05, 2015 - Last Updated August 22, 2018 | Comments

Is email dead? It might be dwindling as a personal channel of communication, but it's certainly still an integral part of customer service. According to ICMI research, email is the second most popular channel for support.  Our #ICMIchat participants agreed on its importance and shared their perspectives on what it takes to provide excellent email support.

Read the recap below for insight on the skills, tools, and approaches needed to build a successful email strategy. Do you have any advice to share? Leave your tips in the comments below.

Join us again next week (Tuesday, 1pm EST) as we discuss another written communication channel--chat. Justin Robbins will host our one hour conversation on chat metrics. Just use and follow #ICMIchat on Twitter to join us!

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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