Getting a Grip on E-Mail Customer Service

My spin: Email is powerful and low cost – more companies should use it and encourage their customers to do the same.
News Factor News Clip: E-mail comprises almost 20 percent of the traffic coming into customer contact centers, according to a recent Aberdeen Group report. While still a relatively small percentage of the total, that number is growing. Even so, some enterprises fail to take the e-mail channel as seriously as the telephone channel, and that could cost them.(full story)