True, when a company that sells email response software sponsors research on banks' email responsiveness, chances are the results aren't going to show that all's right with the world. The more skeptical among us might even suggest the results are likely to indicate a critical need among banks for email response software.
Well, yes, but ...
Amacis Ltd., pronounced "AH-muh-kiss" and based in Belfast, Northern Ireland, makes a customer interaction management, or CIM, software solution called "Visibility." Its banking industry surveys tend to produce substantial nuggets of information, along with the marketing ammunition for Amacis' sales force.
Most recently, the young company commissioned one independent research firm to examine U.S. banks' performance in responding to customer email (it was so-so at best) and a second firm to interview "online banking decision makers" about which channels they're using today and how they expect retail channel deployment-and Internet banking in particular-to play out in the next three to five years.
The latter survey, conducted by Roper Starch, involved 20-minute interviews with 19 executives and covered some interesting ground. For instance, most of the bankers said their institutions were receiving only a smattering of email contacts from customers today, but nearly all expected to see this contact point expand significantly …
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