Email may not be a new or flashy communication channel out there, however, you can’t deny it’s got the power to stay in the system. There are 4 billion email accounts in the world and counting, outpacing newer platforms like social media by more than 2 billion. If you look at email’s penetration in business, researchers say that more than 90% of contact centers offer email. Moreover, the survey found that more than 70% of customers prefer email for communication with companies, leaving every other channel quite behind. Using email support outsourcing for customer service gives you:
However, while email is a popular and powerful channel on its own, businesses can’t rely on email alone for convenient customer service these days. That’s because customers are using the number of other channels than ever to connect with customer service, emerging a need of Omni-channel approach. In fact, 75% customers use at least three different mediums to contact customer service, and more than 85% of customers think businesses need to do a better job of providing service across various channels. This only makes the power of email a bit weak but not obsolete.
Therefore, how can you make email support a part of your united customer service metrics? Let’s discuss a few ideas. First, take steps to integrate your CRM & communication channels. If you already have a helpdesk that handles email, see if it offers integration with a telephone provider. Thus, if someone reaches out on a phone and then follows up via email, you can have a record of it across channels, leading to a reliable customer experience.
This leads to the second idea: encourage your customers to interact with you on multiple channels. If you find a number of customers reaching out to you on live chat, but their queries would be better managed through email support systems, let them know you’ll reach out over email and keep and update in your CRM. Further, mention your social media link and your phone number in the email keeping other options open for your customers.
There are number of few channels emerged where your customers are present. However, email & chat outsourcing still holds a strong position in the market and that cannot be avoided at any cost. In Omni-channel approach also, email plays a vital role. As a business, your task is to integrate these mediums keeping emails on high priority so that you can build a convenient and professional medium for your customers.