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It’s a well-known fact that Customer service is one of the key foundations for any business growth, especially in its early stages. Good customer experience leads to higher revenue growth. From wanting answers to finding product/service-related information on-the-go; digital channels like email support and live chat have made it possible for customers to get instant results.
Emails are still an indispensable and a convenient mode of communication for many businesses. As per McKinsey & Company, emails can increase customer satisfaction by over 33%. But for businesses looking to focus on customer satisfaction and loyalty, replying to customer/prospective customer email queries should be professional and prompt. Precise, content-rich and fast replies to emails not only keeps customers happy but also generate new prospects for the business.
Thus, it makes good sense to integrate Email Support services in a customer service operation. Email support is a vital part of customer services operation. It not only provides an alternate mode for communicating with customers, but also enhances a company’s image.
Email Support services often referred to as non-voice support is basically support provided to a customer via email. A customer refers to a business’ website where an email would be provided, for them to contact for inquiries or support. Once the email is sent, an agent from the company side opens the email, finds the resolution to a complaint and replies accordingly or provides the information required by the customer. The customer then reads the email and gets back to the same agent or department if there are any more concerns. Depending on the reply, the agent considers the case closed. This is how email support services generally work. A non-voice support can also be provided in the form of Chat support.
An efficient email support not only solves customer queries in the most accurate manner, but also incorporates personalization in interactions.
Advantages of having an Email Support Service
1) Customer is able to avoid the long wait time on phone calls
2) No confusing IVR (Interactive Voice Response) menus
3) No need to repeat or explain the whole concern again when you reply or get back to the agent for more help as there’s a record of previous emails
4) The agent gets ample time to research and give an accurate reply
5) The different accents of people from different countries does not come in the way. Hence clarity in the email saves a lot of time and patience for both parties involved
But here comes the catch. The employees taking care of a business’ email accounts should be skilled in several aspects, such as customer care, billing services, technical support, after sales service, query resolution etc.
Many medium to large sized companies outsources email support services to BPO providers. One major advantage of outsourcing email support service is the convenience of avoiding verbal confrontation with irate or aggrieved customers.
Benefits of Outsourcing Email Support Service:
Outsourcing email support services to a professional and experienced service provider helps businesses tackle all kinds of escalations, while improving customer satisfaction and experience. It not only allows them to save manpower costs, but also increases their revenue in the long-run. Moreover, employing email support outsourcing agencies shows a firm’s dedication to its customers.
Below are some direct benefits that you can extract by outsourcing your email support process:
1. Enhancing Customer Services in a Cost-Effective Way
Email support department does not have to work in real-time to solve customer queries. Emails can be accessed during fixed shift timings. Also, unlike calls, multiple emails can be handled by a single agent thus reducing the overall cost of resources.
Email support is a cheap yet effective way to help businesses cater towards the needs of customers that prefer elaborate emails over long phone calls.
2. Better Cost Management
With an in-house team, cost management gets trickier as expenditures keep piling up with time like equipment purchase, maintenance, upgrades and storage. An outsourced team gives better control over the expenses without requiring the infrastructure from the business’ end.
3. More Focus on Productivity
One of the most common challenges startups face is a deviated focus from their core operations. Their time and investment are spent on tasks that could have been better managed by specialists.
Email support outsourcing helps businesses focus on their business’ unique selling proposition while transferring the heavy lifting of emails to a trusted partner.
4. Enhanced Security
For businesses that doesn’t specialize in IT, it’s very likely that in the beginning their in-house team makes a few mistakes. Data privacy and security are critical for any business and carelessness can put sensitive information and processes at risk. Offshore email support companies have expertise dealing with such risks, and therefore, employ best practices to keep the data safe and secure.
5. Improved Recovery & Backup
For any business, data is a valuable resource. Most startups and small businesses aren’t prepared for recovery from disasters. Data loss can bring any company’s operations to an indefinite halt. An email service provider backs up data, and can quickly recover data whenever required.
Finding a Good Email Support Outsourcing Vendor
As a business grows, the number of email interactions also increases exponentially. Outsourcing email support services, lets businesses answer all kinds of queries with faster turnaround time.
A capable email support outsourcing vendor can help businesses communicate with your customers in a much better way.
But a few important things need to be considered while choosing the right Email Support Outsourcing Vendor. Look for a vendor that:
1) Has highly trained, skilled and professional non-voice support staff with good written communication abilities. The content in the emails makes a big difference while representing your company in the market.
2) Has access to better email support software. Email support software can easily streamline a business’ email support process. However, buying expensive email software does not make sense when businesses have core operations to focus on. But a capable email support outsourcing services provider already has access to quality software that can make their client’s work easy. From keeping track of all the emails to providing timely notifications, it can ensure that you never miss out on customer contact.
3) Has expected response time. Emails need not be answered in real-time. You just send an email and wait for the response, there is no need to wait in unexpectedly long queues, which is a good thing for the customers. The responses are sent within the prescribed format and the issue is handled a lot better with a competent email support vendor.
Apart from all this, it’s always good outsourcing to a company with happy customers and multiple device support capabilities. So, before your email support operations increase in size, evaluate your strategy now. If you are looking for a professional email support service provider, then partnering with a capable vendor like UPDATE, lets you use time-tested Email Support services for effective customer communication and business growth.
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