Importance of email customer service in present climate is equivalent to phone support as more and more customers prefer this medium to ask their queries. The benefits of email support are numerous. And each one overshadows other in terms of importance to the customer or company.
In fact, email responses sent within six hours of customer query with inclusion of all necessary details can improve the chances of becoming a trusted brand in the market.
We have compiled a list of important benefits associated with email customer support.
1. You can attach screenshots and files
Various responses to the queries need images or screenshots to be attached for the better understanding of the customer. Through email support, companies can easily attach all essential files while replying back to the customer.
On the other hand, customers can also ask queries with inclusion of important files in the email.
2. Related products can be recommended
While responding to the query of the customer, agents can recommend various products or services associate with the shopping history of the customer. This economical form of marketing can the raise the sales of the company.
3. Potential customers can be convinced
When a potential buyer sends a query asking about the details or pricing related to product or service, it gives opportunity to the companies for replying in such a convincing manner that the lead converts into a sale. Therefore, it can be a huge source of enhancing sales by an organization.
4. Customers don’t need to disclose issues publicly
On mediums like social media, the queries of the customer are visible to the general public which is not preferred by several consumers. But emails being confidential form of communication channel ensure that conversation between customer and company remains private.
5. Written responses are more trusted by customers
The written response received by customers in the form of email instills trust among the customers. This happens because the customers can use the email response from the company as a proof in case of any dispute with the company. This form of trust gives email support an edge over other channels.
6. It is accessible from smartphones
Most of the smartphone users have synchronized email application with their phones. This makes it easy for them to write and send queries to the companies from smartphone without wasting much time. Also, the response from company’s end is received via push notification on the smartphone by the customers.
7. Busy customers love this medium
Companies often face a challenge of retaining busy customers who hate to wait while making contact with the customer. These busy customers get frustrated when they make a contact using phone calls as they have to go through complicated IVR menus and have to wait on hold while agent connects to them. But in the case of emails, the busy ones can quickly message their complaint or queries without unnecessary wastage of time.
8. It is economical for the companies
It saves the companies from various overheads which are usually associated with toll free customer support like IP phones and software. Though, there is still need of competent support agents which can give reply to customer query in effective manner. The companies can outsource email support to agencies which have proficient team of email customer support representatives for making it more cost-effective.
9. Queries can be used to improve processes
The data received through emails can be used to streamline various processes of the company. This data can be used to identify basic issues faced by the customer. The resolution to the basic issues can be posted on company’s website in the form of ‘frequently asked questions.’
Also, the data can be used to improve the quality of the product if complaints arise due to inappropriate quality of the stuff used by the customers.
10. Can be used for customer satisfaction surveys
A good customer support process is incomplete without customer satisfaction surveys. And email is the best medium to send survey consisting of questions associated with the experience of the customer with the company. Even if the response was made through any other medium like phone or social media, email still can be used to receive customer’s feedback.
Each benefit discussed above reflects how the companies can transform their level of customer service through incorporation of email as the major medium. Answering the emails speedily and correctly will also give the companies an edge over other players in the same field.