DOES EMAIL WORK FOR CUSTOMER SUPPORT?


Many companies are unsure of whether or not to include email support as part of their online customer service experience. Some companies feel that email takes too long to respond to or that trying to manage email from customers without dropping a ball is just too much. However, customers say that they actively look for an email option when it comes to contacting companies for the convenience.

WHY EMAIL WORKS

Online customer service comes in two varieties: the kind where the customer can get an instant answer, such as chat or FAQs, and the kind where customers can send a message and go about their day until they receive a response. For non-essential services, many customers are happy to send an email asking a question about a product or service and wait up to 48 hours for a response. Usually, this is because they do not need an immediate resolution, and their time is too valuable to spend sitting on hold for an answer right this second. As many as 60% of consumers say that they want a company to have an email option available on their page, and while many companies do already have an email account available, not all of them are used successfully for customer support.

MEASURING SUCCESS RATES

Of customers who have used email as a means of getting online customer service, slightly more than 60% are satisfied with the results. That is almost 15 points higher than the number of people who are satisfied with phone support. The most important thing to remember about email-based support is that your team members need to be actively engaged in responding to emails on a timely basis and with a high level of expertise. The best way to measure your success rates is by implementing CRM software that also tracks your online customer service stats. It is also helpful to think of email support as a good way for your customer service team to multitask. They can easily answer emails in the down time between support calls and chat conversations. This makes your whole team more productive and reduces the amount of time your agents actually spend on the phone, saving you money.

If you are looking for ways to keep Millennials happy and provide them with a low-stress way of receiving the support they need, email is the way to go. It removes the tension of making a phone call while providing a template where customers can explain their problems or questions in depth, as opposed to chat or text. It is also a good way for customers to put the ball in your court for an answer without disrupting their day for more than a few minutes. With the right metrics, it is possible to make your email support as effective, if not more effective, than your phone-based support.

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