Top 8 Best Practices of Email Support Outsourcing

Emails are one of the most preferred customer communication channels after voice calls. From B2B to B2C companies, customers and business partners prefer email as their mode of communication. Email support outsourcing is one of the most common business processes that companies are outsourcing these days to enhance the customer service process. The emails that are sent from the company have a huge impact on the minds of customers and business partners which in turn also impact the customer behavior towards the brand. Research says that almost 54% of customer’s shoot emails to reach customer support rather than choosing voice calls. Hence, the role of email support outsourcing is crucial for businesses that are bombarded with tons of emails regularly.

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Best Practices of Email Support Outsourcing

Nowadays, companies are focusing more on improving customer experience while opting for email support outsourcing. In this blog, we are going to discuss a few best practices of email support outsourcing that will improve your game of providing the best customer service.

1. Address Customer by Name

Addressing customers by their first names on the email is a sign that you have read their concerns in the email and it means that that person is a priority to your business. The easiest way to make a customer happy through email is to reply as soon as possible while mentioning their name in the mail. Greet them in the beginning and mention the sender’s name in the end while sending regards instead of putting the company’s name. It will provide the image that a support agent has replied to that person rather than an automated mail.

2. Empathize with the Customer

Empathizing the customers is one of the best possible ways of making your customers feel good. If you tell the customer that you truly understand and acknowledge the reason they are not happy with your service, they will feel a positive image towards your brand. Concisely conveying them with positive words is considered good manners. Companies offering email support outsourcing services must focus on greeting and acknowledging customers and their concerns for building a better brand image.

3. Take Feedback Seriously

If your customers are willing to provide feedback regarding your services, especially about your email support outsourcing services, then you must acknowledge it and take them seriously. Often in feedback customers provide suggestions for improvement of your current services. Companies that take their customer feedback seriously are proven to have a positive brand image among the minds of their customers. Understanding their experience from customers’ perspectives will help you to improve customer service to the next level.

4. Focus on Brand Identity

Making communication strictly adhered to the brand identity is something that will yield a sustainable improved customer experience in the long run. The customer support agents must stay loyal to the brand values while responding to the customers’ emails. It is a practice that email support outsourcing companies must follow so that they can deliver consistent replies to customer queries. Staying on brand is an important aspect that a brand should consider whenever it is thinking of outsourcing email support services.

5. Personalized Email

Customers always appreciate any sort of personalized customer service. Customers rather prefer emails where they would feel a personalized touch such as addressing them by their names, providing solutions meant for them only, etc. Try to avoid sending automated generic mails because it will increase aloofness and distance. The main priority of email support outsourcing would be establishing familiarity in emails and making your customers feel good and welcomed.

6. Deliver Timely Result

Promising and delivering results on time is the only aspect that email support service providers must adhere to so that their clients’ customers rely on the services. Let your customers know that you have received their mail and their issues will be addressed promptly. Provide them with a realistic and faster window of time for resolving the issues. Most importantly promise a time frame, that you should deliver the resolution within that time.

7. Measure Customer Satisfaction

Measuring customer satisfaction is an important aspect that should be practiced by outsourcing agencies. Understanding customer satisfaction and tracking the performance of the whole process as well as the support agents are very important to check the progress of the email support process. A survey page can be sent to the customers to know the experience of the customer support process so that they can improve.

8. Focus on Solution

Avoid giving excuses for the problem that occurred or any sort of delay in response. Rather than this, focus more on offering relevant solutions to customer queries on time. Let your customers know why you are taking time to respond and keep them updated about the process. Focus on fixing the issue first rather than focusing on the reason why they have encountered the problem. It will lead to enhanced email support services which in turn will delight your customers.

Conclusion

Offering efficient email support helps companies in winning the loyalty of the customers as well as experience. Compared to voice calls, showcasing empathy in email is a little bit tough as both parties are unable to hear the voice. However, if you are following the above-mentioned best practices, you will become successful in email support outsourcing. Trupp Global is a renowned outsourcing agency known for providing relevant business process outsourcing solutions to its clients. At Trupp Global, we strive to focus on business needs thus serving our clients the right pathway in delivering excellent customer service.