Email Support Services, the Future for Your Small Business

Email Support Services

Engagements for small businesses vary. Depending on the avenue you choose to market your products or services, you have to go with the trends of that medium. In the digital marketing world, engagements are purely online. However, there are numerous activities to jive into. Do not get all dizzy and dizzy with a variety of platforms to use for your small business. Start with the basics and get in touch with your roots.

If you are thinking of one way to up your game in the digital world as a small business, then email support services must be one of your priorities. This is one way of starting with the basics and getting in touch with your roots. Emailing goes way back to the 1960s. It is mainly used for communication. But as the world evolved, its uses, too, changed. You might be thinking that small businesses do not need email support services. Thinking this way could lead to your small business’s demise. Change your perspective now before it’s too late. Email support services are as necessary as your other customer support services and marketing strategies.

To convince you why email support services could be your business’s future, we enumerate your gains from it: 

Maximizes Your Profit

Companies who use email support services observe indications of productivity increase. Using the function of welcoming customers through email has provided three times the return on investment of the companies who availed email support services. Moreover, getting a team to manage the email of the business lets you and other departments of your small business be hands-on with other important business matters. This provides you with efficiency and profitability. 

Increases Customer Retention

One thing about the online or digital world of business is that it might be hard to keep track of your customers. They come and go. However, with email support services, you get a chance to retain them and maintain interaction with them. With just one click on their emails, they get to see your small business’s name and get reminded of the fun purchases of products or availing of services they get from you. Thank you emails for their support, holiday emails to greet them well, and even updates from your company will get them involved with you from time to time.

Nurtures Brand Reputation and Brand Awareness

Get the upper hand on email support services. Utilize it for increasing your brand reputation and brand awareness. As a startup or small business, you need to ensure your name gets in every nook and corner of your target market. Emails let them know who you are and what you do. They also leave an impression on your customers of how well-managed your company is. Customers, sometimes, have the mindset of buying from large businesses that continuously send out emails to them. Shock them with your small business’s ability to be just as good or even better than these large companies at emailing.

Ensures You Get in Touch with the Latest

Email support services lead you to what is in trend. If you are aware of the anxiety some people get with phone calls, then it gives you an idea that people would like to converse using emails better. Sometimes, telephone answering services do not satisfy customer needs. You have to get out of your comfort zone to provide the premium for your customers.

Technically, there are more benefits to email support services. Although you might be convinced emailing back and forth with your customers is necessary for your company’s growth, you might think that availing yourself of services is costly. Thus, you might settle on handling your emails alone. Let us get good riddance with this mindset. 

Technical benefits to pull you into the wide array of surprises email support services can give you lie here:

  • 24/7 a week prompt responses from support agents and managers all over the world.
  • Flexible and scalable services, ensuring customizable email support services are curtailed for your needs.
  • Keeps track of the frequently asked questions and proper answers for each for quick and accurate responses.
  • The advanced feature of email tickets to prioritize customers accordingly, increasing customer satisfaction.

The future of email support services, however, is not offered by all service providers. There are service providers who have unique selling propositions for you to compare with each other. You have to ensure that you get the prime services for your small business to not let your money go to waste. If you are looking for what to consider when it comes to availing of email support services, this portion may save you time.

What to look out for in email support services 

Provision of after-sales services

Let your customers know the process of their purchase through this offering. This function lets customers get accurate and timely information about where their money is going. They’ll get the idea of how worthy you are of extra purchase or future follow-up purchase when this happens. Notably, not all companies offer this service or know this service, so make sure to look out for this when availing of your email support services.

Utilization of application support

Acquire email support services that get technical with you. Ensure that they will inform themselves of the specifications of your products and services. This way, they will be able to provide optimum and suitable emailing support services to you. Not knowing these things lead to failure because they might not know how to answer customer queries promptly. Therefore, this is an essential aspect of email support services.

High-quality customer support services

Customer services can be a lot different from marketing. Your email support services must be able to handle grievances and engagements both at the same time. They must handle complaints from customers and even have protocols for grievances. This will lead to customer retention and loyalty to your small business.

The offering of revenue management services

There are limits as to what email support services can do. But, with the right company, you’ll get the best out of them. One feature to look out for is revenue management that not all companies can give you. In revenue management, they will help you out with debt collection, billing and invoicing, processing and management of orders, and claims processes throughout your journey of reaching the top of the food chain. 

The future of your company, as a small business, is in your hands. However, there are times when you must let other people guide and assist you, just like in handling email support services for your customers. Do not let your fears get in the way of the opportunity of doubling your returns, maximizing your time, and increasing your business’s reputation. Do not disregard email support because of the conventional thinking of how unessential it is. It is essential. One way or another, this could even be the reason why your small business will not be called a small business anymore.

Get an experienced team to handle your email support services. WOW email support services could just be the perfect company to soothe all your worries. As a small business starting from the ground up, we know all your concerns. Let us help you get ahead of the digital commerce world! Head over here: https://www.wowcustomersupport.com/contact-us/!

Ten reasons why small businesses should not ignore email support services?

Ten reasons why small businesses should not ignore email support service

As a small business owner, you need to up your game in the market for lead generation and customer support. Plenty of ways ensures that your clients stay connected to you. After all, that’s how you are more likely to make them your customers for the long term.

One such resource you can utilize for building customer relations is to provide quality email support services. Many small businesses don’t put emphasis on providing email answering services to their customers. Businesses nowadays put their focus on providing call and live chat support services to their customers while neglecting an important medium of communication. However, this ignored mode is still among the most preferred medium of communication by customers.

Businesses either respond to customer queries very late through email or share inaccurate or pre-defined responses. This can create a negative impact on customers’ minds as they feel ignored, resulting in a lower customer satisfaction rate.

Providing an efficient email answering service is going to benefit your small business in many ways. If you are skeptical about implementing email marketing with your email support service, then this post is for you. Have a look at the reasons why your business should not ignore email support services.

Reasons Why Email Customer Support Is Vital for Small Businesses

1. Emails Offer High Returns

Retailers, who outsource email support, have witnessed a boost in productivity in their businesses. They noticed that emails to welcome their customers alone got them three times more returns compared to other emails.

Customers love being in the limelight. They want your empathy so that they can look forward to your help in providing the best products or services. That’s where emails influence them to contact you and get your support for making purchases through you.

2. Email Support Outsourcing Services Help Retain Old Customers

When you outsource email support services, the outsourcing agency can send promotional emails to customers who have purchased through your online portal. This will encourage customers to leave their details, likings, etc., while surfing through your website. It can give you a clue about what kind of products or services they search for online.

If by chance, they do not purchase such services or products, then you can send them an email offering a discount or promotional code to lure them. That not only helps your customer get what he/she needs at the desired price but also gives you a recurring client.

3. Email Answering Services Nurture Brand Reputation

With email marketing and email answering service, you are showing the world that you are active in the market. Most retailers create online platforms but do not have any such customer support services. That may cause a customer to perceive that the business is idle and unresponsive – eventually causing him/her to move to another brand.

However, if you are regularly communicating with a lead or customer about your products and services, then you are increasing your brand value. Furthermore, you improve your reliability in their eyes, which gives them a reason to choose you over other competitors.

However, too many emails can act as spam that customers despise. That’s where experienced email support outsource service would proactively plan the email campaign for promoting your retail business.

4. Email Support Services Are to the Point

Your business can interact with the customers to the point through email. In the contemporary world, people usually do not like to be disturbed with customer service phone calls, as they are time-consuming. Furthermore, verbal communication is not always reliable for reference.

However, when you outsource email support services, you are communicating and promoting your business through written text that customers can check out in their free time. 86% of professionals prefer emails for communication over any other medium as it is convenient. Additionally, it stays in their emails so they can check for offers or notifications whenever they need it.

5.Emails Keep Track of Data and Backlog

Several backlogs between customers and support team executives can be stored and shared to continue interacting whenever needed. For instance, if a customer wants to share an issue or complaint, then he/she is delivered an email with an identification number that keeps track of the data related to the issue.

Through email support services, such issues can be resolved without the need to call and ask the customer about the problem. After all, the problem can be searched for in an email.

6. Email Marketing Is Cost-Effective

Email marketing, if outsourced through the right email marketing and customer care outsourcing agency, can give you immense returns at the least expense. With the help of an email outsourcing service expert, you can target the right class of customers for your retail business.

The professional touch needed for attracting customers needs an exceptional tone that instantly makes them rely on your services and products. Unlike other modes of promotion, email services are more affordable. That way, you get more resources to invest in other departments of your business.

7. Emails are Easily Accessible

You can easily access email from a variety of gadgets, including desktops, laptops, tablets, smartphones, etc. Your customers can access email from anywhere and on any device of their choice. By configuring their email accounts into devices of their choice, your customers can reach out to you through email anytime they face any issue with your product/service.

Your customers will look for urgent assistance and want to connect with your business to get the resolution. With email support services available, your customers can send an email while on the go. When you respond to their queries timely, they will stick longer with your brand. Email customer care outsourcing service will help your business provide timely support to your customers, improving customer satisfaction.

8. Emails Let You Attach Files

Your service agents and customers get the freedom to attach files with emails to convey their message clearly. If your customer has received a wrong product or doesn’t like the quality of the product delivered, they can explain their issue clearly by attaching the product images in the mail.

Similarly, while your email customer support agents answer the queries, they can support their answers with relevant screenshots to help resolve customer issues more effectively. Hence, attachments allow your agents and customers to clearly share what they want to convey, making the communication smoother and more effective.

9. Interactions Through Email Remain Private and Stored

Email support is one of the most reliable ways to keep the communication between you and your customer private. As most customers do not prefer to post their issues on social media platforms, they will prefer a more private and reliable communication mode like email to interact with your business.

Moreover, with email support services, they have the freedom to store the conversation for future references. The conversation is stored in their email account, allowing them to access it as and when required in the future.

10. Your customers will get a timely response

Your customers will expect a timely response from your business irrespective of the mode of communication they use. It can be difficult to automate email answering services. Hence, businesses should prefer to outsource email support services to provide a faster and more precise response to the customers while resolving their problems timely.

As your customers expect a personalized response to their issues, an automated response to their queries may lead to unsatisfied customers, eventually losing the trust of your customers. Outsourcing this valuable support channel can be the best option through which you can improve customer satisfaction by giving a timely, accurate, and personalized response.

Final Words

With email customer care outsourcing services, you have the power to connect with your customers without irritating them. You do need a good team to support your promotional campaigns online to get the best results. The above benefits can be easily achieved when businesses emphasize providing quality email support services to their customers.

WOW customer support is a leading BPO service provider that aims to provide cost-effective, industry-specific customer support services to global businesses and entrepreneurs. When you decide to outsource email support services to WOW customer Support, you gain access to reliable customer support services that help your business provide overall customer satisfaction.

Reach out to us to know how we can offer you the best email support services today!

Elevate Customer Experience with the Best Email Customer Support Strategies in 2021

Elevate Customer Experience with the Best Email Customer Support Strategies

Email Customer Support services are one of the most effective ways for businesses to know customer queries and resolve their issues. And in today’s world, the COVID-19 pandemic has caused consumers to change their habits and rely more on digital methods to find information regarding a product. Moreover to get support from a company.

Email support services have been beneficial for most customers as it helps them get almost instant results to all their concerns. That’s why it has become the most preferred way for customers to contact or communicate with brands. In this blog, let’s discuss the best email customer support strategies to follow in 2021 that help elevate customer experiences.

Why Email Customer Support in 2021?

Even though customers have to write complete emails and forward them to the concerned brands. They have to wait for their replies, then why is it still the most preferred way to communicate. It is because of the distinct benefits that email Customer support offers to both the customers and the businesses that have adopted it.

For businesses, email support services are the most trustworthy way to communicate with their customers and increase customer satisfaction. Apart from this, email customer support is a very cost-efficient way to contact customers. And when it comes to business processes, companies can adopt email support outsourcing too for better services. Due to the pandemic, customers find it better to contact a brand via email as it is very accessible.

They can communicate with the brand while providing them with the required material such as documents, photos, and videos of any issue they are facing with a product. So, it is an excellent way for both the businesses and customers to communicate with each other.

Now, coming to the experience that users have when contacting companies through emails. Brands must ensure that their customers are provided with the best experience while dealing with their issues. And for the best experience, businesses need to focus on different things such as consistent answers to customer queries, personalized services, and comfortable communication.

Moreover, now brands need to adopt new email customer support strategies to ensure their customers have the best experience. Look out for the strategy when communicating with customers or when opting for any email support outsourcing service.

Keeping their experience close and personal

While communicating with your customers, your need to make sure that they don’t feel like they are just another entry in your log. For doing this, your email customer support team needs to deliver personalized experiences. And the key to providing the best-personalized experience is to respond quickly and effectively. Using templates is an excellent way for this, but make sure that it doesn’t look like talking to a bot.

Next up, a friendly tone in your emails makes them feel connected, yet know that their boundaries are being respected. So, this one-on-one personalized experience to your customers helps build trust with them. This results in them feeling great reading your emails.  Hence, yielding a great customer experience. Therefore, providing a close and personalized experience is a must.

Keeping the content short & simple

Even though the trends might point towards fancy language and frequent jargon. You should instead go for short and simple content. Keeping your language more complex and using heavy jargon in your emails wouldn’t tempt every other customer you deal with. It’s simple logic that customers come to you either to get information or solve their issues with any product.

Now in both cases, customers are concerned about the choices they make, and it’s an issue for them. And at the same time, your emails having fancy text and complex language would only aggravate their problems. And the worsening of a situation doesn’t look anything like a great experience.

Therefore, you need to make sure that the language in your email is simple. It is to a level that anyone reading your emails should understand the solution and the product in an instant. So, keeping things straight and simple is the key to a great user experience for your customers.

Addressing the feelings of your customers

It is a prevalent thing in customer emails that they clearly show their feelings such as anger, frustration, or distress in it. And if your response doesn’t acknowledge their feelings, then it might result in them getting more anxious and even stop doing business with you at all.

Although some customers are too calm and relaxed and everyone isn’t like this so the probability is high that you would encounter a person with mixed emotions. Therefore, to deal with this, you don’t need to become an expert on emotions; you just need to go with their flow and respond to them in the same manner. And it is quickly done by acknowledging their emotions in your emails and then making them believe that their issue would surely be resolved.

Know when not to mail them

It is a thing with customers that if they’re using your product or service, and if you email them or try to contact them just to make sure that everything is good, they might not be happy with that. When you are engaged in a conversation with a customer and email them without a proper solution to their issue and just continuously lingering over their email thread, that can negatively affect them.

These were the ordinary circumstances when emailing without any purpose can be bad. Apart from this, if your conversation with a customer seems to like it’s going nowhere, you need to refrain from emailing them further and thinking of another method to communicate. So, in situations like this, you need to know when to mail and when not to. And the last email that informs that customer to take the conversation over to the phone or any other medium would be perfect.

Conclusion

Customer support is the most challenging yet rewarding aspect of any business. Your single action could cause a customer to remain for a lifetime or to leave in an instant. So it’s up to you how you deal with those challenges and overcome them.

But one thing is for sure you need to follow a strategy to do so. And by including the factors mentioned above into your email customer support strategy of 2021, you can make sure that your customers get the best experience they can get.

Want to know more about industry-specific strategies to elevate your customer experience with email customer support? Get in touch to gain more expert insights and email support services.

Now, you can experience our difference at no cost – Our risk-free trial period gives you a chance to test-drive our services for free. Click here to know more.

Also, do leave your comment below to add a valid point to the blog for any queries.

 

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5 Live Chat Service Lessons Every Business Should Learn

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7 Email Support Challenges and How to Overcome them

7 Email Support Challenges and How to Overcome

Ever-changing customer expectations have made Email support services a challenging task for many businesses. Support employees having to deal with different customers are expected to meet great expectations. At the same time, they are expected to deliver an exceptional experience. 

Patience and sharp intellect are two main factors, along with the wisdom to make the support employees navigate through customer moods and provide them with a great, consistent, and professional support experience. However, while providing customers with a great support experience, employees often struggle with several challenges. 

These challenges make the support process even harder. In this blog, let’s discuss the seven significant email support challenges the Email Support employees face and how to overcome them.

Addressing Email Customer Support Challenges

One of the ways customers interact with your business is through your support teams, and being the voice of your business. Your support team has to make sure that your business remains in its best position before your customers. 

Excellent customer service is the key to a growing business. If your team knows how to handle the task, you don’t have to worry about them dissatisfying the customers. But coming to handling customer requests and achieving their satisfaction, several challenges create distress for your employees. If they don’t respond to those effects, it may become stressful for you too. 

Let’s get started with the significant but common challenges the Email Customer Support employees face and how to conquer them.

Major Email Support Challenges and How to Overcome Them

  • The need to serve multiple customers at a time

Working in customer service means there is a possibility of any number of customer requests appearing from nowhere to your dashboard. You need to address them all at the same time. It is common for employees to face this situation where they have to deal with several customers at a time.

Support employees can overcome this problem by responding to customer emails immediately. Explaining the customers politely to wait for a while you could reach them back with a solution. In this way, you can deal with multiple customers without causing any hassle.

  • Absence of a solution to an urgent request

There are times when customers bombard emails at you telling you about the urgent need for a solution. Still, at the same time, Email Customer Support employees may be unable to instantly find the right solution or don’t have enough information about the issue. In this case, the best solution would be to convince your customers. 

Ask them to give the time for investigation so that you can give them the best solution to their problem. Buy yourself the time to understand their problem and give them the right solution. 

Check out the sample below for a good response at the time of urgency –

Email Support Time of Urgency Template
  • Facing angry customers

There are times when you have to face angry customers. The customer might be confused about the problem or a mistake made by you or your company or maybe they are having a bad day. The simple solution to this is to remain calm yourselves. 

You need to understand them and make sure to solve their problem at the right time. Replying with better text in emails could help a lot. 

  • Having no solution to their problem

Sometimes, your email customer support employee might not have an idea about their customer problem. But it isn’t an option to leave your customers where they are and forget. So, in this case, you may try consulting your teammates or any senior staff on the problem and see if they could help. 

And yes, you have to let your customers know that you don’t know about it and you need time to research about it and solve the problem. Also, don’t forget to be sorry about this. 

Here’s how we choose to deal with some of these challenges.

No Solution to Customer Problems Template
  • Not being able to fulfil their demands

It is challenging to say no to a customer request, especially if they demand special and additional discounts on products. And if it is the situation of a loyal customer who has been with your business for a long time, it is even harder to deny their demands. 

You need to make sure that you understand you cannot go lower than that it had been, your company would face a loss. Being honest and explaining the proper reason behind the issue makes the customer feel better and understand you without forcing you to do so.

  • Admitting the flaws or lack of features in your products

When customers email you quoting that your product does not include a particular feature or there is a flaw in it, there are situations when customers email you. So, when in a similar situation, you need to say no for the time being. Make it clear that there isn’t a feature in your product, but you will address it for the upcoming products. 

And in case of flaw complaints, you need to fix the problem or flaw as soon as possible. Apologize for what they had to face.

Don’t forget a follow-up.

Customer Support Email Template
  • Dealing with service outages

One of the worst situations for any customer service team is when your company’s services face a crisis, and your services are offline or down for some time. In this situation, support employees have to face customers asking about the failure. So, in this situation, you can apologize to them and make sure you fix the problem at your end as soon as possible.

Final Thoughts

Working with customers every day brings a lot of responsibilities as well as challenges to the support teams. But as long as your email customer support team stays prepared with the right ways to deal with those challenges, you are always ready to satisfy your customers with a great support experience resulting in better relationships with them.

Alternatively, if you’re looking for more expert help with your email support services, and would like to gain complete control over your customer support experience, we’re here to help. Click here to know more about Email support outsourcing services.

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5 Live Chat Service Lessons Every Business Should Learn

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