Email customer support is a great way to keep your customers happy and satisfied. They can get their questions or complaints answered in a timely fashion, which can make all the difference in their experience with your company.
However, it brings something more to the organization in terms of customer experience, which is what we’re here to see. So without further ado, let’s proceed forward:
Better Way to Response
Email support is a better way to entertain clients than phone support. For instance, customers that are contacting the company via email will know they have to wait at least 24 hours to get a response (due to time difference).
On the other hand, if your phone support isn’t robust or adequate to entertain multiple customers, a single client will be forced to wait for the call to end and their turn to begin. This kind of waiting will surely upset the clients.
Phone support takes the lead when the company is adequately staffed. Such as Windstream support that is adequately available 24/7 for customers to contact them for internet support services.
Email support is a quite efficient and hassle-free way to communicate with your clients. It puts you in control and allows you to handle tasks when it suits you. In other words, you’re not bound to respond in real-time just like in phone support.
Helps Narration with Details
Emails are quick, easy, and convenient. They can be written, sent, and answered when it is convenient for you. The only time requirement is the initial setup time to get your support mailbox set up securely. Aside from this initial setup, the only cost involved is the price of your email service provider’s monthly subscription fee.
All of this makes it easier for customers as well as the company to enjoy hassle-free communication. Since emails have to be delivered when ready, one can take all the time to compose them properly.
Email support allows you to increase customer satisfaction and save money. You can reach out to an increased number of customers via emails. Although it does loses the ‘real person’ touch that phone support provides, still, it’s effective and fruitful when it comes to promotions.
Keeps Track of the Details
It’s a time-efficient way to make sure nothing slips through the cracks and allows you to keep track of everything in one place. Emailing your clients is an easy way to let them know you’re there when they need you. Giving accurate estimates and keeping notes in one place gives you an edge over the competition.
You can sort your emails with the client’s name and fetch them whenever you want for acquiring the necessary details. On the other hand phone, support doesn’t allow you to accomplish such tasks. Moreover, customers or representatives can forget potential information during calls, which won’t be recovered. But email safeguards the information.
Email support is a great way to save your time and stress, it can also help you reduce the number of customers you need to speak with at once. Instead of calling or reaching every client with the same text or information, you can compose one email and send it to all concerned.
An Optimized Waiting Experience
What if you’re trying to reach customer support and they don’t just seem to pick up the phone? We’ve discussed earlier that phone support needs to be adequately staffed so that they can cater to the customers without giving them longer waiting minutes.
Knowing that email support is available when needed means one can focus on what’s most important. Customers can count on getting the answers or help without having to wait for a long frustrating period.
The only thing that bothers customers is not having a response at all, which should be avoided. In doing so, your company should adopt innovation and add chatbots that would send an acknowledgment email to the client.
In this way, the customers won’t have to hassle with responses and will be ready to wait. The good thing is emails can be customized for an appropriate audience and can be sent whenever one wants.
Users can also contact email support after business hours. That way they can register their complaint without having to wait to connect with a representative on phone support.
Automation Can Boost Productivity
Another good thing about emails is that they can easily add automation and embed such processes without any hassle. For instance, chatbots and self-service options can be added to emails. This way most customers won’t be reaching out as their issues will be solved via self-service options.
On the other hand, using automated bots, the customers can ask relevant quires and get answers to whatever issues they face. However, the process does lose the personalized touch, which is why it’s not recommended since most customers prefer going for direct conversations.
In other words, automated responses will only work for a few instances. The support will need to respond to the email as soon as possible so that the clients can get appropriate responses.
A good thing about email support is that it makes it easier to navigate through the issue as it’s expressed completely within the mail. However, the bulk amount can make anyone lost. For email support, entertaining bulk clients is easier especially when it comes to promotions. Therefore, companies should choose the best method for different modes of customer facilitation so that any mishaps can be avoided.