A lot of companies today emphasize providing excellent customer service. And why shouldn’t they? After all, having a strong customer base is vital for the growth of any business. Therefore, it is no surprise that companies put a lot of effort into making sure that they attend customer calls in a timely manner. Apart from answering calls, most online businesses have deployed chatbots on their website to make sure that visitors can get answers to their queries instantaneously. Although companies are doing whatever it takes to facilitate their customers in the best way possible, one way to communicate with them is by Email support. But not many businesses pay heed to it.
You should realize that email still remains one of the top ways to connect with customers. However, businesses don’t really entertain customer queries via email. They will either reply late or pass inaccurate information. This will not create a positive impression on the minds of the customers which will lead them to feel as if they are being neglected. And once that feeling kicks in, you will start to notice a sharp decline in sales as people will no longer be interested to buy from you.
Reasons Why Email Support Service Is Important
One should never underestimate the power of emails. With that said, let’s look at some of the benefits that companies can gain if they focus on their email support service.
#1. They Are Easily Accessible
One of the best things about emails is that they are easily accessible. This means that you can get access to them while on the move. How? Well, everyone owns a smartphone these days and the email account can be easily integrated with them. This will allow people to check their emails whenever they want to. Considering how easy it is to access emails, your customers can send an email to you if they are having any issues or if they have an urgent query. So, if you respond to your customers timely via email then this will increase your customer’s satisfaction with the company. They will feel valued and would not mind doing business with you again. That was the main reason why I have been a loyal customer of Charter Spectrum; their attention and swift response to my first ever email regarding an issue.
#2. Let’s You Attach Files
If there is something important that you need to send to your customers then you can do that with an email as it lets you attach different file types. It is an important feature that can help a business promote their product or service by attaching a special teaser video which can help create some hype. At the same time, it can work great for customers as well. For instance, if your customers have received a damaged product then they can take pictures and share them with you so they can claim the warranty. They can also attach a scanned copy of the invoice in the email and send it to you.
#3. It Is a Trustworthy Channel
People usually give more importance to the written word as compared to a verbal conversation. So, when they send their complaints to a company through email, they feel like their issue will be considered seriously. Also, when customers receive a response from you to their complaints via email, it will give them great hope that you are working to resolve the matter. They will feel satisfied with your response and would expect you to take some kind of action soon with regards to the problem.
#4. Allows You to Conduct Customer Surveys
One way that can help you know if your customers are satisfied with your products/service is through customer surveys. And Email Support is the best medium that you can use to conduct such surveys. You see, a survey can be created and uploaded on a specific URL. You can email this URL to customers and can ask them to click the link so they might be able to access the survey. Once they do, your customers will complete the survey which will then let you know how well your business is performing.
#5. Take care of Busy Customers
Having chat or email support gives your business a professional look. Plus, it is more convenient for those customers who might not have a lot of free time on their hands. Businesses must think of ways that can allow them to take more personalized care of such busy customers. One of the ways to manage these kinds of customers is to opt for email support. Buyers belonging to such a segment can really easily compose their emails and send them your way without wasting much of their time.
#6. It Is Cost-efficient
Another reason why a business should use email support is that it is extremely cost-efficient. An email support system can be integrated with other channels like chat or voice support. This will not cost you much and would always give you decent returns on your investment.
It’s true that many businesses don’t prefer using email support. However, it doesn’t mean that you have to follow others. There are a lot of perks that you can enjoy if you make use of it. Also, your customers will highly appreciate the effort you make to respond to their queries and concerns via email. It will help them become more loyal to your business.