everything you need to know about email customer support
DESCRIPTION
Email customer support has several benefits like access through smart devices, easy feedback from customers and ability to attach essential files. Tips for effective email support include use of screenshots, use of positive words and personalization by using customer’s name. For more detail about email support visit: http://www.vcallglobal.com/TRANSCRIPT
Everything you need to know about Email Customer Support
Email customer support is usually an integrated part of multichannel customer care, which includes mediums like live chat, phone support and social media monitoring.
75 Second Avenue Suite 620Needham, MA 02494
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Email Customer Service statisticss
1. 38 percent of consumers like to talk with customer service department through online support or through email. (Source: American Express, financial service provider)
2. Customers like support over the following channels: Email (60%), Live Chat (57%), Phone(61%) (Source: Market research firm eConsultancy)
3. After phone, email is the most favored channel for customer support. (Source: Parature)
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Benefits associated with Email Customer Support
Access through smartphone devices:
Queries can be sent by the customers from any region of the world Customers can receive response from company through push notification
Essential files can be attached:
Customers can attach essential files (like electronic bills) while sending complaints/queries
Agents can also attach necessary files to make resolution more clear Screenshots can also be attached by the agents to help customers in resolving
queries
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Feedback can be received easily from customers:
Customer satisfaction surveys in form of questionnaire can be sent Feedback can be sent through email even if service is provided by some other channel These surveys can be used to improve to quality of services
Trusted by the customers: Customers can keep query and response in the form of records These records can be used by customers in case of dispute with brand Even brands can use email records in case of any legal disputes
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Can be integrated with chat support:
If companies don’t offer 24x7 chat support, they can integrate chat window with email
Customers will remain satisfied with this approach
Cost-effective medium:
Call center outsourcing vendors usually offer this service at economical prices Returns on investment (ROI) are quite high
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Products/services can be recommended: Executives can send recommendations related to product/service
while replying to a mail Sales of the firm can be enhanced
Issues can be described easily by customers: Customers who are not comfortable with phone agents
appreciate this medium Customers are able to describe the issue with full details Even the response can be made in detailed manner
75 Second Avenue Suite 620Needham, MA 02494
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Performance can be tracked easily Get detailed records of customers’ interaction
with agents if you outsource the process Recommend the changes to outsourcing vendor
on the basis of reports
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Tips for effective Email Support
Use positive words and discard the negative ones Send a ‘Thank You’ email after receiving the feedback from the
customers Avoid using technical terms as it may confuse the consumers Attach screenshots to explain about a specific feature or for
instructions to use website Customers prefer professional responses. Therefore, avoid
sarcasms
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Introduce yourself in the beginning of the mail Send emails to the customers regularly to tell them the
status of their issue Even if you do not have template for email surveys, ask
the customer to give feedback after the response Use the consumer’s name to personalize the email You can add additional information in the response,
which can act as proactive support
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Add relevant links in the email to help customers resolve the queries in better manner
Make sure to include lines that reflects empathy for the customer
Check twice before sending response to ensure that they are no grammatical or spelling errors
75 Second Avenue Suite 620Needham, MA 02494
Email: [email protected]
Contact US - Vcall Global
Vcall Global 75 Second Avenue Suite 620 Needham,
MA 02494Phone No: +1-(202)-558-2065
Website: http://www.vcallglobal.com/Email: [email protected]
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