Email has gone from being a way to reconnect with old friends as a way to deal with the customer. Today, the email support description varies from answering simple questions like delivery dates and payment methods to mitigate the customers dissatisfaction, and conveniently so.
It is understandable why customer support via email is an option for many companies today. This is especially true for companies with international transactions. No matter what stage your business is in, e-mail is a great way to keep in touch with customers. It is also an effective way to reach potential customers. It is also important to note that it is not all positive.
Cost effective. One of the best things to use email as a way of keeping in touch with customers (and potential customers) is unambiguous that no matter how close or far they are from you, it costs you the same thing (because you have your own web service for your company) to send them an email.
This is especially useful for companies that primarily deal with overseas customers or customers from another region. Because they do not usually look like mobile services, e-mail support is an effective way to communicate with your customers.
Comfortable. In addition to being effective for the customer, it is effective for the manager as well. Support staff will not be bombed by 10 calls or five customers at the same time. This makes it easier for them to deal with worry as much as they can.
More importantly, since messages are stored in an inbox and can be marked as read or unread, it makes it easier to ensure that all questions / requests / comments are included.
Recorded interaction. As for the inbox, the fact that messages are archived means that it will be easier for you to return to messages later for reference.
This can come especially if you work with particularly demanding customers. It will be easier for you to list what details they want to do or what they are not happy about.
Its not that good:
Technical problems. Because you work with an internet-based platform, you are bound to encounter one of the most annoying things on the web - internet virus.
Whether it came from the sender or if you spread it, it makes the communication process difficult.
Another platform-related issue that you may encounter is spam email. When you send and receive e-mails continuously, you can stop jamming spam often and your anti-spam software may be overwhelmed. This does not harm your system as hard as viruses do, but it will certainly not make it easier to communicate.
Sliding. Mistakes are inevitable in communication, and by email it is easier to detect. For example, if you send an email to the wrong person or make a grammatical error, its not as unpleasant as making a mistake on the phone.
While there are disadvantages present, they obviously reveal the benefits. More importantly, the disadvantages can easily be mitigated with any actions and patience with your staff. In order to ensure that the proper use of an email support job as a customer support tool is achieved and the disadvantages take part, it is a good idea to forward your email support to a trusted agency. Integrating effective email support into your marketing strategy will make it possible to build a good relationship with your customer.