Take No Chances with Email Support, Choose the Right Email Support Outsourcing ASAP

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.