We have been offering support by email for several years now but it’s really only in the last year it has taken off. The attraction seems to be that simple queries can be emailed when they occur – any time of the day or night – rather than being held for a convenient time to call. People are also using our email support access point to provide more evidence to support their query and this is helping us better serve their needs.

Based on the increased use we’re managing email support differently to ensure that our customer service levels are maintained.

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