I don't think there is an issue with email per se. It's more that there hasn't been much "evolution" in its use.

Though, Google and other companies have definitely tried to make email "better".

After an elaborate phase of talking to hundreds of companies, I've created a platform that has the approach of "collaborative email". It's providing an additional layer to email that helps companies to keep track of all those customer emails (you can check it out at http://helpmonks.com).

In any case, I think in adding additional service around email is where the real disruption lies.