With more
than 4 billion email accounts in the world, emails have become the primary mode
of elaborate communication. Although we are seeing a rise in chat services like
Whatsapp and Facebook messenger, they are not going to replace emails anytime
soon. The biggest reason why emails are so effective in communication is
because they have a sense of formality about them.
Emails: The Preferred Mode for Detailed Communication
Whether you
consider them useful or not, you cannot deny the fact that there are certain
communications that should only be done with emails. For example, it is a lot
better to convey your absence from work with an official email than a Whatsapp
message or SMS. No matter how well you construct your Whatsapp message or SMS,
it will never be as effective as a formal email.
The Importance of Email Support in Modern-Day Businesses
As a genesis
of the discussion above, we can break down the importance of emails as:
1. A
professional medium for communicating information
2. Recognized
all over the world as the standard channel for formal online discourse
3. Cost-effective
communication channel
All the
aforementioned points clearly show the importance of emails in formal
communication.
When we talk
about the field of customer support, email support services have
become a vital part of most business operations. Those who do not provide email
support services as part of their customer support, end up putting too much
pressure on their voice department.
The Challenge of Email Support
Companies
that refrain from including email support as part of their customer service
operation, generally do that because they do not want to spend extra on
resources that are required for running an in-house email support department.
However, this problem can be easily removed with email
support outsourcing. But, for email outsourcing
to be successful, one needs to select a vendor wisely.
How to Select Email Support Outsourcing Vendor?
Before you outsource email chat
support services, you should properly analyze the capability of the
outsourcing vendor. If you are not sure what to look for in a vendor, then you
can use the following pointers to make your selection simpler:
1. Access to quality email support software – Email
support management software is very important for managing the large amount of
emails that you are likely to get as part of an email
support operation. Email management software serves as a centralized
database for all emails and allows the agents to sort/categorize the emails.
So, in case, there are different designated departments to handle different
types of issues, it becomes easier to direct the customer query in the right
direction. Also, there are other functionalities that it provides, e.g. it can
notify about unread queries (via alerts) and ensure that no email remains
unanswered.
2. Business sensitive workforce – Although email
support does not require the same effort as voice support as you do not
have to speak for long hours, it has its own fair share of challenges. The
biggest challenge is to be always right when it comes to framing
business-sensitive responses. For example, if you are communicating what a
passenger can bring/not bring on the flight (as part of email support for
airlines), you need to present him with all the information. If you miss even a
single piece of information, the passenger is liable to sue the airlines.
Hence, you should always outsource email
support to someone who has a lot of experience in delivering successful
projects time after time.
At Vcare Call Center, we have a team of email support outsourcing
agents that take their work very seriously. Backed by a team of veteran
managers, our email support team goes through every email scrupulously and
ensures that every response is the right response.