Think beyond Automated when you outsource Email Support

Modern customers expect their brands to dish out customer support through all possible channels. Though social media and web chat supports are new to the realm of customer support services, but email support has existed longer. There are people who are calling email support a sort of obligation for brands without too much yield. But if you look through the data of top most customer service brands you will find they are as much active on email responses as they are on other customer service channels. This is why outsource email support is a widely used service by the leading brands.

outsource-email-support

In the past few years brands have failed to completely utilize the potential of email support by setting up automated replies. Modern customers want special care and that calls for personalization in replies. Yes, automated replies can save a lot of money and time for the representatives, but they are not serving the cause in building customer loyalty. Automated replies are frustrating for the customers. It tells them they are one among many hundred customers that the brand has, and this does not send the right vibes.

In voice calling process the agents use a wide range of customer data before replying to the customers. Why can’t this action be replicated in email support? Each and every reply that is sent out by the agents of Vcall Global is customized as per the customers. The customers are not only given their appropriate replies but there is a touch of personalization. This helps in rapport building. If you are able to build rapport then there is a higher chance of getting repeat sales and thus build customer loyalty.

Why has web chat gained popularity over email support? It is because the customers get reply from the representatives in real time. Most of the brands take a long while before reading through the customer emails and sending out the appropriate replies. By this time the horse might have bolted. The name of customer service is to provide support to customers when they need it. As the outsource email support dished out by Vcall Global is 24X7 long, so all the emails are replied in real time. The customers have to wait for the least while before getting a viable solution. This again helps in gaining customer trust.

Another area that has led to the decline of email support services is the duplication of emails. The representatives are provided certain templates. They follow these templates blindly while replying. Now, the customer problems are different so trying to generalize them is not wise. What happens when representatives follow templates is: they are not able to pin point to the exact matter. This where Vcall Global and their outsource email support services are different. Only knowledgeable representatives are appointed by the company. The representatives have a good idea about English language and reply to each query on its merits and not with the help of any template. So, the customers get their solutions, answers or assistance at first contact. This helps boost the confidence of customers.

Vcall Global has a very flexible pricing plan. The volume of emails for any company does not remain the same all through the year. There is a sharp rise in the incoming emails when there are some special occasions (festive season) or discounts are offered by the brand. At such times, the normal staff count cannot ideally support increased number of email queries. So, Vcall Global can offer a mixture of dedicated and shared model. This makes sure that there are a certain number of employees who are always dedicated to answering the normal volume of emails, while there is a special standby team which can be used when the volume increases.