What is email support?
Most businesses nowadays have an email address that the customers can contact the managerial team for help or inquiries. Email support is the support that the teammates provide for the customers through email to help with different issues, such as: subscriptions, troubleshooting, regarding the maintenance or setting off a product, or a given service.
Even though email support is not as prompt as telephone support for instance (as per several reports, it is often observed that email inquiries are either responded late or with the wrong answers) in the era of developed technology, has become much easier and more convenient, as it does reach clients anywhere and anytime.
Benefits of email support outsourcing
It is cost-effective
The main benefit that email support outsourcing brings along is the monetary benefit. When you outsource it to experts, you save your business a lot of money as the outsourcing company already has this equipment available with them. Furthermore, you can expect a great Return On Investment (ROI) when you outsource it to professionals.
It is trust-worthy
People generally tend to trust things in written form including emails. It is a common belief that companies will take complaints and inquiries more seriously if done via email. Also, emails provide a written record of the conversation that can be used for future references.
The detailed solution can be provided
Email gives users the privilege of describing their issues in a detailed manner including all relevant attachments which will help in supporting their argument. This helps an email support agent to understand the issue in detail and then in turn to provide a detailed solution meant to resolve the problem in the best possible way.
Conversations remain private
This is a great benefit that customers enjoy over other means. When seeking support over social media, the conversation might be visible to the public, and this compromises privacy. Some users are very concerned about their privacy and do not want to discuss their issues openly with others. That’s why emails are a great medium to ask for support without disclosing privacy.
Convenient for busy costumers
Customers get frustrated if they have to wait in the long lines. Email support is appreciated by customers who are most of the time not available. Busy customers can check the emails as per their own convenience and reply whenever they can or feel like doing so.
Important surveys can be conducted
Measuring customer satisfaction is a very crucial step when aiming to deliver great customer service. Outsourcing experts can use emails to do important surveys too, which test the customers’ feedback and take as much info as they can in order to take necessary actions to improve the product or service in the future.