In the race for better customer experience, have we forgotten email?
Right now, businesses are spending big on CX platforms, workflow automation, CRM systems, chat tools, and AI assistants. And yet, email is still doing the heavy lifting.
Statista says we sent and received 376 billion emails a day worldwide in 2025, estimated to climb to 424 billion by 2026, with 4.6 billion people using email across the globe.
What this means? Email is not going out of style. It’s the one channel you really can’t afford to get wrong
Here’s the thing: Your customers are people, treat them as such.
They don’t care about your fancy workflows or systems. They are interacting by email with a company they trust or think they can trust, and they deserve an appropriate and human email response.
The inherent nature of email can make this challenging for a growing business.
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And that bad experience costs you. Research shows more than half of customers will walk away after just one bad experience, and 73% will leave after a few. So that email sitting unread in a shared inbox? It’s not just an oversight; it’s putting your customer relationships, your reputation, and sometimes your compliance on the line.
As your business grows, so does your mailbox volume, and the confusion about who owns what, how fast people are actually replying, and what’s quietly disappearing into a black hole.
At that point, knowing who’s responsible and seeing the full picture isn’t a nice-to-have. It’s what keeps your service, and your compliance, intact. At this point, it’s worth looking into a business tool that can manage email at high scales.
Think about it: contracts, quotes, approvals, regulatory notices, complaints; they all still operate through email. Why? Because email gives you a timestamped, searchable paper trail. When someone asks, “Who said what, and when?” Email is where you go to find out.
None of this means ditch automation. It means pointing it at email itself: smarter routing, response tracking, tighter security, better reporting, real governance. Give the channel your customers already trust, the attention it deserves.
The very fact that email is the core chosen communication for customers and business clearly reinforces the importance of it.
Email isn’t going anywhere. It’s still the thread that ties your people, your decisions, and your outcomes together, and the businesses that manage it well, are the ones customers keep coming back to.
Kunye Cloud is a South African shared inbox and service-level-agreement (SLA) tracking platform built to solve a problem nearly every customer-facing business shares: email works as a communication medium but fails as a management system.
As the technology partner of Kunye Cloud, founded by Alister Brown in 1999, Chouette has a 20+ year track record of designing, building, and supporting enterprise quality applications.
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