Do you offer online customer service via e-mail?

According to a study* of small businesses in the U.S., 60% of small businesses already offer online customer service via e-mail, and that percentage is expected to grow in upcoming years. Are you included in these statistics?

*The Small Business Success Index, an ongoing measurement of the overall health of U.S. small businesses, was commissioned by Network Solutions, LLC and the University of Maryland's Robert H. Smith School of Business.  To take the survey yourself, click here. 

E-mail generally plays an important role in a business's day to day activities. It's hard to spot a person or a business that runs without means of e-mail communication. However, thanks for sharing the study results...

Nit Sujatanond:

According to a study* of small businesses in the U.S., 60% of small businesses already offer online customer service via e-mail, and that percentage is expected to grow in upcoming years

We use email as much as possible... Our phones are generally ringing quite a bit and email lets us reply at our convenience without interruptions the phones cause...

On all of our sites, we do our best to push email communication but we do provide our phone number because there are some visitors who just don't like using email. 

Yes John, Well said...

E-mail lets us express our opinions freely at our convenience which we can't make it up through the phone call... :)

Similarly, when we express our whole ideas in a single e-mail, say a big para or an article like stuff, most people are hesitant towards reading such big e-mails. So what will be your ideas for such situations. This is just a scenario.

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I always believed that email based customer service is an essential wing of customer support practices. I am having an online tutoring company, there we provide email based homework help and our experts reply the FAQs through mails because we know still there are many who don’t have communication system attached to their PC.