We live in a world where professionalism matters a lot, especially for a B2B organization. According to the Harvard Business Review, professionalism is a critical attribute, highly appreciated by B2B customers. Besides comprehensive industry knowledge and subject matter expertise, the customer expects the brand representatives to be more professional while dealing with them. This makes email an effective customer support channel for B2B enterprises. While opting for multilingual call center outsourcing services, make sure you have email support as a key for your non-voice customer support strategy to build high customer engagement.
Email support is one of the core non-voice process offerings that provide information and satisfy the customer’s needs with prompt responses. Owing to the COVID 19 pandemic outbreak, the expectations and demands of the customers have changed a lot. From gaining product-related information to exploring answers and getting responses to queries immediately, customers are expecting a lot from the business nowadays. Thanks to the live chat support and email support that made it easier for the businesses to meet the customers’ expectations.
62% of marketers believe that email support services are the strongly preferred way to communicate with brands. Keep reading why email support is still an effective medium of communication.
Why should you include email in your customer support strategy?
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Trustworthy:
Email has a great trust factor compared to other customer support channels. Whenever a customer faces an issue, he or she crafts a document over email. Writing these emails, customers hardly have any doubt regarding how their concerns will be addressed. They believe that brands never ignore any email, thus giving them an assurance that their issues will get resolved in no time.
Even if the problem is complicated, the issues are heard and resolved. The best thing about these emails is you can easily provide 24/7 support and reduce the risk of getting avoided.
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Cost-effectiveness:
Contact centers support live chat, email, voice call, video chat, text messages, and other communication mediums to handle customer queries and issues. Among them, email support is to be more cost-effective in comparison with other channels. The best thing about this is that you can integrate email support into other channels like voice and chat and deliver substantial results with a greater ROI.
When you are opting for a non-voice process, investing in email support will, therefore, be the most appropriate communication medium. You don’t have to pay bucks to keep your customers engaged over email.
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Easy accessible: Multilingual call center outsourcing
companies promise to offer incredible comfort to the customers while having interactions with the agents. To create better customer-business interactions, they use email support that guarantees a better CX expeience. Another reason why customers and brands appreciate email support is its easy-to-access feature.
The emails are highly accessible, no matter at what time and from which device you want to. Nowadays, with the pervasion of smartphones, accessing emails are much easier. Customers can log in to any smart device to raise an issue over email and can get immediate notification whenever the customer support representative adds a response.
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Ability to attach files:
Customers, sharing any issue, often need to add multiple files to explain their concern or add transparency to it. Email turns out to be the best in this respect. Unlike other communication mediums, you can use email to attach files in multiple formats and share them with brand representatives.
The attachment can be a textual document, an image, or a video that explains the customer’s issue and help the representative to understand the problem and fix it immediately. Even the brand representatives require to share multiple files to help the customers improve their purchasing journey.
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Trackable:
Whenever a customer raises a query or issue, a ticket ID generates automatically. The agents using email support systems can easily keep track of the leads and inquiries. Ensuring both the brand and the customers that the issue is resolves in time. Further, if any problem arises, the customer can use the same ticket ID to write an email on the same thread and notify the agents about the complaint.
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Good for frequent surveys:
Emails are best when it comes to running frequent surveys and cultivating real-time feedback from customers. Non-voice processing agents can gain customer insights and learn about customer behavior, demands, and priorities simply by sending a feedback link over email. The moment a customer completes his purchase, you can ask him to leave feedback through email.
Improve your customer communication with email support
Email is the most suitable B2B communication channel that provides instant responses to customer queries. From providing instant responses to complicated queries to keeping a track record of previous conversations, the channel proves to be more professional, unlike other non-voice approaches.
While looking for a live chat support outsourcing company, make sure you have equal attention to email support services. No matter what industry you belong to, these customer engagement options contribute a lot to boosting CX.
