E-mail has become an indispensable part of our daily life: we don’t just use it for work, but for a lot of private purposes as well. It is the most common way of contacting businesses and has rightly taken over the role of physical mail. It’s practical because we can use it anywhere and anytime, so we don’t have to wait until we get home or sit at our desk before we can write to customer service about a question or problem.
Why choose email for customer service?
Email is efficient
With email, you can write a longer text than with many other means of communication. In addition, attachments can be added, as well as references to websites with more information. At the touch of a button, your message is delivered to the recipient within seconds. And if you can’t answer right away, or if you get the same question very often, you can set up an auto-response with answers to your frequently asked questions or with a link to the knowledge base.
Customers often don’t expect you to answer their emails right away. This gives you a bit more space to do thorough research, to check the customer’s contact history, or to go deeper into a question. And the entire written conversation can be easily saved as evidence and reference in the future, for both the company and the customer.
Customers and companies are always available
It can be difficult to call back in response to a contact request. But when you send an email, it doesn’t matter at what time during the day you send it. Customers will look at it when they have the time, without being disturbed at an inconvenient time. They can choose whether to read it from their desktop, tablet, smartphone, when they are at home, on the bus, or during a break at work. The same goes for you; with email, a customer can get in touch at any time of the day, regardless of whether your employees are on a break or have already gone home.
Nowadays, every company thinks about its carbon footprint. How much waste is produced in the production of a product or the execution of a project or task? A smart way to produce less waste and save costs is to communicate more via e-mail than via paper mail.
So, it makes sense that many people use email to contact companies. That is precisely why you should not forget e-mail in your communication mix.
Reply to messages via email
In order to provide effective social customer service via email, you will need to purchase a good customer relationship management system (CRM). You will also need to have enough employees to answer the messages.
In addition, the customer expects to receive a fast, effective, and professional answer to his question. If the answer takes too long, it will affect the image of your company. This often means that you should appoint an employee who specifically deals with e-mail inquiries. If this employee is overwhelmed by the flood of messages, it is time to hire additional people.
But there is an easier way. You can outsource your email customer service to us.