Snaps Blog 3 Tactics For Reducing Service Email Volume

So far, 2020 has been a year of massive growth for eCommerce businesses. In fact, McKinsey recently projected an 80% increase in U.S. consumers who buy most or all of their products online by end of year. Consumers' shift to digital channels, combined with their increased support needs in the wake of COVID-19, has significantly impacted the most popular support channel outside of call centers - email. According to Forrester, email is the most widely used digital channel for customer service and eCommerce brands are urgently looking for solutions to mitigate rising email support tickets to avoid long wait times and dissatisfied shoppers.