Offshore email support service for better customer engagement

We may say that the ‘e’ in e-mail, does not stand for ‘electronic’ any more. The ‘e’ now stands for ‘essential’. E-mail has indeed become essential for engagement with customers.

A recent survey revealed that as many as 74 percent people preferred to send an e-mail to Email-support-servicesthe customer support, instead of calling them up. People who had internet enabled mobiles said that they would rather send an e-mail on the go, instead of calling the customer service agent. This fondness for e-mail will only grow in times to come. People are choosing non-voice support services like e-mail and online chat over the voice-support. This makes it very important for businesses to invest in email support services, if they haven’t done until now!

In times to come, more and more people are going to flood the inbox of customer support. So the businesses now need to get e-mail support services so that they can respond to each customer appropriately and promptly. Here are some reasons why businesses can’t ignore e-mail communication:

  1. Most order queries come through e-mail

Most people who want to place an order will first send a query through e-mail. And the business must assume that this same query has been sent to their competitors as well. Usually an uncertain undecided customer who is just exploring the market will send his queries to many prospective vendors. The vendor who sends the swiftest reply acknowledging and answering the e-mail usually gets the final order.  So if your business is not able to read and reply to all the e-mails on the same day, then you are losing out on business orders and crucial revenue.

2-  Most professionals use e-mails

People who are a part of the corporate culture are habitual to sending e-mails and maintaining a record of their important communication. These professionals also constitute an important customer segment. If these people use and recommend your product to others, then it can prove to be the best word of mouth marketing that you can ever have.

3- Most young people use e-mail

The younger population is highly internet-savvy. So starting from searching for the product they want, to placing an order for it, they use the medium of internet. If they want to know anything regarding a product, they will find out the e-mail id of company representative and send across their query. To target this young generation is important for any company as they are the ones who are the core consumers and can be converted into lifetime buyers.

A company should always have a team of trained professionals to respond to the e-mails. Vendors which provide offshore technical support services and chat support, usually also offer e-mail support.

So if a business wants to develop stronger customer relationships, e-mail is essential!

How To Enhance Email Support Services?

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 EmailE-mail Support 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.