Email support is a highly efficient method of providing customer assistance by using emails to address any issues or inquiries related to a product or service. By outsourcing email support, businesses can ensure that customer inquiries, feedback, and complaints are promptly received and responded to. What makes it particularly advantageous is that both the customer and the support team don’t need to be online simultaneously to start or continue the conversation.

Email support outsourcing is valuable for any start-up or established companies for many other reasons:

1. Email Support Outsourcing Provides Convenient and Timely Communication

Studies on customer satisfaction have consistently found a positive relationship between faster response times and higher customer satisfaction. Forrester Research reports that 77% of customers consider valuing their time as the most crucial factor in providing good online customer service.

Having a team of professionals who are specifically trained to handle customer inquiries and support requests can help minimize response times and ensure that customer issues are resolved in a timely manner. This can lead to increased customer satisfaction and loyalty, which are key factors in driving business growth and success.

For instance, outsourcing email support to a service provider can ensure that businesses can provide support to their customers around the clock by having support agents available to respond to customer inquiries at all times. This can help to reduce response times and ensure that customers can receive support whenever they need it.

2. Emails are Easily Accessible

Emails are one of the most accessible forms of communication in today’s digital age. Almost everyone has an email address, and they can access their inbox from a variety of devices, including smartphones, tablets, laptops, and desktop computers. This accessibility makes email support an attractive option for businesses that want to provide customers with a convenient way to get in touch with them. By outsourcing email support to a service provider, businesses can leverage this accessibility to provide quick and effective customer support.

With the availability of email support, customers can reach out to businesses for support at any time of the day, regardless of the business’s hours of operation. This means that even if a customer has an issue outside of the business’s regular working hours, they can still get the help they need via email support. For example, let’s say a customer is having an issue with a product they purchased and it’s past business hours. Instead of having to wait until the next day to contact customer support, they can simply send an email detailing their issue and expect a response as soon as the support team is back online. This not only provides customers with peace of mind but also shows that the business values their time and is committed to providing support whenever they need it.

3. Emails Provide Written Records

One of the key advantages of email support is that it provides a written record of customer inquiries and support. When customers send an email to a support team, they provide a detailed description of their issue or question, which can help support agents understand the problem and provide an effective solution. This written record can be accessed and reviewed by the support team, enabling them to provide consistent support and avoid miscommunications.

Moreover, the written record of customer inquiries and support can be used to identify common issues and areas for improvement. By analyzing the types of inquiries that customers are sending, businesses can identify trends and patterns in customer behavior and use this information to improve their products or services. Outsourcing email support to a service provider can ensure that this data is collected and analyzed effectively, enabling businesses to make informed decisions about how to improve their customer support.

In addition, having a written record of customer inquiries and support can be useful in resolving disputes or addressing customer complaints. If a customer is dissatisfied with the support they have received, they can refer back to the email correspondence to provide evidence of the issue and their interactions with the support team. This can help to resolve disputes quickly and efficiently, minimizing the risk of escalation or negative publicity for the business.

4. Emails Can Be Used to Share Information and Provide Updates to Customers

A dedicated email support team can keep customers informed about important news, such as product releases, promotions, or changes in policies. By sending regular updates via email, businesses can keep customers engaged and informed, which can help to foster a stronger relationship between the business and its customers. Outsourcing email support can help businesses manage these communications more effectively, ensuring that customers receive the right information at the right time.

According to a study conducted by MarketingSherpa, 60% of consumers prefer to receive promotional messages through email, as opposed to social media or other channels. This highlights the importance of email support as a tool for promoting products and services to customers. With an outsourced email support team, businesses can create and execute targeted email campaigns that can help to generate leads and drive sales.

Moreover, a report by Campaign Monitor suggests that segmented email campaigns can result in a 760% increase in revenue. By outsourcing email support to a service provider, businesses can access the expertise and technology necessary to create effective and targeted email campaigns that can drive revenue growth. This can include features such as personalized email content and automated email sequences, which can help to deliver the right message to the right customers at the right time.

5. Email Support Outsourcing Allows Businesses to Promote Their Services and Offers

Email support outsourcing can serve as an effective marketing tool for businesses, as it allows them to promote their services and offers directly to their regular customers and verified email list. By outsourcing email support to a service provider, businesses can ensure that their support agents are trained to identify opportunities to promote their services and offers to customers who are already engaged with the brand.

Moreover, because email support outsourcing allows for personalized communication with customers, businesses can tailor their promotions and offers to specific customers based on their previous interactions with the brand. For example, if a customer has previously inquired about a particular product or service, the support agent can follow up with a promotional offer for that specific product or service, increasing the likelihood that the customer will make a purchase.

In summary, email support outsourcing allows businesses to promote their services and offers directly to their regular customers and verified email list, providing a personalized and effective marketing tool. By outsourcing email support to a service provider, businesses can ensure that their support agents are trained to identify opportunities to promote their services and offers, maintain regular communication with customers, and drive business growth.

To learn more about outsourcing, you can read our Top 8 Qualities of an Outsourcing Company in the Philippines article. We invite you to follow us on social media and to visit our website to learn more about our services.

About Us: Sourcefit is a widely recognized US-managed business process outsourcing company based in Manila, Philippines. We proudly serve over 100 clients with a workforce of more than 1,300 employees. Our global centers can serve multiple markets, and our staff is highly proficient in English, Spanish, French, and Portuguese. Whether you need a few or many employees, we can help you achieve your business goals and build high-quality offshore teams.

Latest Awards

Sourcefit’s commitment to excellence has been recognized through numerous industry awards and certifications.

We recently received the Fortress Cyber Security Award from the Business Intelligence Group. Sourcefit was also honored with the prestigious recognition of Best Outsourcing Solutions Provider in the Philippines during the 2023 Business Excellence Awards.

Other awards include: FT ranking of 500 high-growth Asia-Pacific, The Marketing Excellence Awards, Inquirer Growth Champion,  HR Asia Awards, among others.

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