Emails remain a reliable communication channel, even if they are asynchronous. They are as interactive as other communication channels such as social media and live chat. But in a fast-moving world, email responses can be painfully slow. That becomes a disadvantage for customer care email, which is why some companies turn to alternatives such as phone support, live chat, chatbots, and social media.
But imagine this: your business receives a lot of questions, a couple of suggestions, and a few comments. If your budget doesn’t allow for other customer service methods, email may be your best option. But how do you speed up the email response process?
Your best bet is to outsource email support specialists for the job, and here’s why.
1. Emails can be answered 24 hours a day, 7 days a week
Emails aren’t famous for being fast. By nature, they are asynchronous: they can communicate without having participants present at the same time. But by hiring email support specialists, you can respond to customer concerns even when your business is closed for the day.
2. Emails do not have the downside of communication barriers.
Phone support is great, but do you know what is better? Email support. Customer service requires clear communication, and sometimes language barriers inhibit it. This can include dialect differences and cultural diversity.
Telephone support is also quite difficult to monitor. With email support, it’s easier to communicate because email is compact with visuals and other tools to help your customer. An example of this is attaching documents and providing other materials to assist clients.
3. Customer concerns are kept private
Some customers express their concerns on social media and this can spell bad news for your business. There’s no getting around it, but providing a support email and promoting it to customers can steer them to an appropriate place.
Everything is kept between you and the stakeholders. This is better than having problems solved on social media, because through email exchange, nothing will be taken out of context.
4. Both email support and outsourcing are profitable
Outsourcing virtual assistants saves your business costs and increases internal efficiency. In fact, your business can save up to 60 percent in costs when you outsource, and more work gets done when your business runs nearly 24 hours a day, 7 days a week.
Email is also cost effective compared to other methods such as phone support, live chats, and chatbots. And it becomes easier to manage when your email support specialists are outsourced. Basically, more emails can be answered faster through outsourcing, and it can save you a great deal of money while doing quality work.
You owe it to your customers to give them the best solutions and to do it efficiently. It is not enough to provide an email address if you cannot put “support” in email support. Optimizing email can be challenging, but it’s great that you have options. There are several companies that you can hire to respond to your company’s customer service email. With that, you never have to worry about providing mediocre support again.