Email is one the oldest and still prevalent mode of online communication. Many people prefer to use email and chat communication for availing customer support services. This makes it necessary for organizations to have a proper support department that could provide customer support services over these mediums.
We, at Call Center India, are among the best call center outsourcing service providers in the BPO industry and are best known for outsourcing non voice support services to global organizations. We have implemented various strategies to make our offshore email support services more effective. Mentioned below are a few tips that we think would help every vendor in delivering better and more enhanced email support services.
Develop a Suitable Strategy: The strategy that you make for email support should be suitable for your business. It should be in synchronization with your company goals and your customer service objective. If such a correlation is not maintained then your strategy might get under-utilized or might even get misused.
Prepare For Maintenance: When you are dealing with email, you must prepare yourself for strict and pre-planned maintenance. Even the basic implementation would require various maintenance tasks which must be taken care of properly else you may face the problem of under usage.
Adapt Yourself: The requirements in the email and offshore chat support services segment change very rapidly. As these services are dependent on the IT technology which is a very rapidly changing area therefore you will have to adapt yourself according to the requirements from time to time.
Integrate it With Other Channels: Using Email as a standalone solution for customer care services is not a good idea. It is only effective when it is clubbed with other support channels. Try to make it a part of a bigger and better support solution so that you are able to get most out of it.
These were some of the things that we follow at our delivery center for enhancing our offshore email support services and we have been able to deliver high BPO customer satisfaction in this segment till now. If you have any questions or want to share your thoughts with us then please feel free to leave us a comment below.