Below are some reasons why there is a need for speed in email support services:
Modern-day business operations move at an incredible pace. Due to the shift of power in customers’ favor, there is no scope of dilly-dallying. You simply cannot afford to take your customers’ lightly, as they have the option to move on to a new manufacturer or supplier. Therefore, you need to be on your toes at all times in every single one of your business endeavor. Be it voice-based customer care or email support services, you need to be speedy in your response.
Emails have long remained an integral part of tech-based communication. They provide a convenient way to customers for contacting support. As an email support center does not work in real-time, both agents and customers are not bound by a time limit. But, it does not mean that agents can take as much time as they want. They should understand that customer is actually waiting on them and he might decide to walk away if the service delivery is not up to his/her expectations.
Below are some reasons why there is a need for speed in email support services:
1. Email support is generally used by customers who are tech-savvy. Especially in a tech support process, you would get many customers with intricate queries. The only reason they are not using voice-based support is because their issue is elaborate and hard to communicate on call. These customers have good knowledge of product/services and are most likely to change their vendor if they don’t get a timely response.
2. An email support process is mostly used for high-stake communication that may involve replacement of product or major customer grievances. Due to the stakes involved, customers will be in a hurry and would get enraged if your email support takes more time than what is necessary.
You might think that it is a good option to start an in-house email support services department and keep the data to yourselves. But this decision may not yield the expected results because:
1. Inexperienced email support services agents can be a major hindrance in expediting the support process. The lack of confidence due to insufficient process knowledge can lead to long contemplations, which can impact the Turnaround Time (TAT). In contrast, email support outsourcing provides you access to the most appropriate talent for the job. At Vcare, we have multiple agents with great command over email process. They are able to distinguish difficult cases from the easy ones comfortably. Hence, they research on intricate issues for longer but save time on queries that can be solved with canned responses. The judicious division of time allows them to work according to SLAs and deliver response within the prescribed TAT.
2. Unlike expert email outsourcing vendors, your in-house departments may not get access to the best email response management system. This happens because companies that run email support as a side operation are unwilling to spend heavily on resources. But, with Vcare as your partner, you will get instant access to the best tools that will bring in new efficiency and accuracy into the whole process.
Vcare is a seasoned email support outsourcing provider with long-term experience in this domain. We have the right agents, the best CRM and email resource management tools, which enable us to deliver our work exactly as per the pre-defined SLAs.
Apart from email outsourcing, we also provide chat support services along with voice-based inbound and outbound call center services. Our aim is to maintain a high level of customer satisfaction at all times, so that our clients get more business.
