Do you think that using e-mail to communicate with customers should be used by service desk analysts?

Topic IV: Using
E-mail Effectively to Communicate with Customers
·
There are varying ways that service desks use email (1)
internally and (2) to communicate with customers.
·
Email does not provide many of the capabilities that an incident
management system provides. For this reason, service desk analysts must log all
email requests received from customers in their company’s incident management
system (assuming they are not logged automatically). Analysts must also record
all status updates related to a customer incident or service request in the
incident management system, not in email messages that may be lost or
forgotten.
·
Some companies use an email response management system.
·
Many incident management systems now integrate with most of the
standard email packages to allow automation of common tasks.
·
Email can be perceived as impersonal and that analysts sometimes
find that using email lengthens the incident-solving process. (For this reason,
some companies choose not to provide email as a channel option.) To minimize
these downsides, service desk analysts must use common sense and courtesy when
using email to communicate with customers.

Question: Do you think
that using e-mail to communicate with customers should be used by service desk
analysts? Why or why not?

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