E mail support is one of the effective tools in customer support. The sender and receiver of the email don’t have to be online to be involved in the process, yet the customer avails all the benefits of customer support without any stress.
What is Email Support?
When it comes to resolving customer concerns relating to a product or service, Email support has become one of the effective tool in the new era. The benefit of email support is that both the sender and receiver don’t have to be online to initiate or maintain the conversation.
Importance of Email Support
In the context of business and everyday communication, email has become one of the chief means of communication because it is within reach. With the dawn of mobile technology and its use, email’s is to stay in near future.
As per the latest studies conducted by Ameyo, 57% of customers opted for email as their ideal means to interact with retail support staff. Only 23% chose phone as a means to call customer care and the rest of 20% chose live chat. It isn’t an overstatement to say that businesses should choose email support as one of the best practices to care for their customer through this channel.
As the numbers says, customers who prefer email to resolve their issues also demand how well they need to be treated while receiving a service.
-41% of customers expect they receive a response to their email within 6 hours from the company.
-51% of customer wants a response within the first try, else they drop the idea of purchasing from that company
-86% of customers don’t prefer to do business with a company with which they had a bad customer service experience.
Successful email customer care
Businesses struggle to manage the huge number of emails they receive from their customers. That will simply put the business in danger if they have a poor email support system. With a bad email support system, businesses cannot figure out the number of customers they have lost due to the high expectations from the customers.
But to address the huge number of customers and resolve the issues through an email support system, businesses need a lot of manpower or resources.
Outsourcing email support campaign is a great way to handle the additional burden on businesses. An expert email response team can do the job for you while you can focus on core business.
High level of customer expectation and unable to fulfil their demands will cost the goodwill of the business.
56 % of customers never go back to a company with poor customer service.
52% word of mouth is an honest advertisement on the part of the customer and it comes from a positive customer service response.
54% of the customers chose escalation after poor customer service.
To provide efficient and effective customer support, businesses need labour-intensive customer support, which companies don’t like
With Covid -19 pandemic the habits have changed globally, so in the virtual world. People prefer to work and buy things at the luxury of home. Information’s are available at the touch of their phone. Purchases are done through research and they expect instant results to all their concerns either through live chat support or email support.
62% of branded companies prefer email support services as a way to communicate.
Interesting, right? Let us understand why
Email and chat support increases CSAT and reduces the operational cost
One of the main reasons for brands to opt for email support is that it decreases operational costs. Having a clear understanding of the benefits of email support why would a business shut the doors it provides.
Customers trust written documents rather than verbal promises. Customers feel that when their concern is documented it is taken seriously by the company.
With mobiles being an inevitable part of the daily, customers can access email on the move. Customers can raise a query at any hour and get ready support at their convenient time.
One another advantage is that email can be easily integrated into other channels like voice or chat support. It doesn’t cost extra and increases ROI
Both organizations and the customer benefit from this feature. The company can attach agreements, bills or tickets and graphics for customer support or engage a customer. Customers can attach a picture of a faulty deliverable to which they seek the support for.
Emails are traceable with a single search option, it doesn’t have the hassle of losing, on the contrary to paper as it may be misplaced or destroyed. Both parties can refer to any time in future to check if the problems were resolved.
Good for Hustling customers
For most of the customers who are entrepreneurs who are hustling in activities, calling customer care and waiting for someone to pick or waiting in queue is quite frustrating. Email support is the best resolution for such customers, all they have to do is type their concern and wait for the reply within the stipulated time. Email support is the special business promoter for such busy customers.
Issues and solutions are explained in detail
With email support, customer can describe their concern in detail without missing any point of concern, Which is rather not available in calls or live chat as they may misinformation or queries due to lack of time. Similarly, agents too can provide solutions step by step in detail and which can be used by the customer in future if he faces the same issue twice.
Surveys can be conducted as good feedback
Feedbacks are a lifeline for a business that looks to improve and attain a standard of perfection. Most customers are reluctant to fill feedback after a post-purchase decision, but when requested through email, they take time to fill the feedback at their convenience. To determine their NPS and CSAT scores surveys are another tool used by businesses. This can be done by sending brand updates for upselling or cross-selling. Mapping customer behaviour is a very important to move when businesses are striving to provide a delightful customer experience.
Omnichannel support all the way
Omnichannel marketing is used by organizations to achieve the goal of creating a consistent brand experience, which leads to a better customer experience. Email support can take a business’ customer support a long way, still, organizations should always be available in other channels, as there are no single means that customer is satisfied, the brand should follow what customer needs.
Out of the box responses
While customers buy a product they have a set of expectations on customer service too. Customers reach out to customer service only when needed and if the response is auto-generated it will leave a bad impression on customers minds which may lead to ruin the trust they have in the business. Furthermore, they resort to social media to post a bad review on your business and through which business may lose potential customers too. This may lead the customer to switch to other brands. Outsourcing email support help businesses to build a strong customer base by treating them with utmost care in long term.