If you’ve never thought about outsourcing your email support services, it’s about time you start. Why? Because 57% of customers would rather contact companies via email instead of any other customer support method. Email remains one of the primary non-voice communication means for business – yet many companies struggle to manage it efficiently or to their customer’s expectations which can vary widely. A recent study by Forrester Research found 41 percent of consumers expect an email response within six hours, yet only 36 percent of retailers actually respond that quickly. To make matters worse, 14 percent never respond at all!
Trust us when we say that you never want to be part of that 14%. Ever. In this article, we’ll outline the main reasons why your business needs to outsource email support services.
Why You Should Outsource Email Support Services
Perhaps you’ve thought about it. Perhaps it hasn’t even crossed your mind. But when you outsource your email support services, you get a lot more bang for your buck. Read on to find out more.
It Frees Up Your Time
First off, any outsourcing service is going to be great at one thing: letting you have more of your most valuable resource (AKA, time). When you have more time, you’re free to innovate, iterate, and invent new ways to take care of your day-to-day and core business functions. When it comes to email support, this is even more accurate. Think about this: clients expect to get an answer within 6 hours. That is not realistically possible if you’re handling all of the email support yourself. But when you let an outsourcing partner deal with this, this can turn into a reality.
It Raises Customer Loyalty
According to the 2015 Aspect Consumer Experience Survey, 76% of Americans view customer service as a true test of how much a company values them. In the words of Lisa Furgison, a writer at Fivestars and co-owner of McEwen’s Media, when a client “waits in line, makes a return, calls about a broken product after a purchase, asks a question on Facebook or works with an employee to find the perfect gift in your store – they’re keeping score.” But when done correctly (meaning, you answer emails promptly, the staff is friendly and helpful, and your tickets get resolved), your customers notice and may even decide to come back for another purchase – all thanks to the support they obtained from you. So in order to gain loyal customers, outstanding customer service is absolutely necessary.
It Reduces Churn
As Hubspot would describe it, “Customer churn is the percentage of customers that stopped using your company’s product or service during a certain time frame.” To calculate churn, you pick a relevant time period for your business. This could be monthly, quarterly, annually, etc. You then subtract the number of customers that stopped using your product or service from the total number of customers you had at the beginning of the period. For example, say you had 100 customers at the beginning of the quarter. As the quarter went by, 10 of those people didn’t return for a second purchase. This means you have a 10% churn rate.
Email support is a great way to avoid churn. As we already mentioned in the point above, when your customer service is excellent, clients can become loyal supporters of your brand. And since email is one of the most important means for solving customer issues, then you can understand how it can help you raise your overall results by aiding in client retention. Also, in case you didn’t know, nearly 90% of American consumers are willing to pay more in order to ensure a superior customer experience. This means more revenue in your company’s pocket only by providing sound, reliable customer support.
It Solves A Customer Need
To be even more specific, it solves a basic customer need. Customer support is something that we’ve all needed at one time or another. And we probably all share at least one less than satisfactory experience.
According to Nextiva, 54% of all consumers claim to have higher customer service expectations than they did just one year ago. This means that customers expect their customer service to be fast, expedient, and effective. Whether it’s just answering questions, obtaining help with a wrong order, or even filing a complaint. It’s the consumer’s right to obtain help for something they paid for. That’s why when you outsource customer email support services, you’re helping your clients get exactly what they need: help!
Where Can You Outsource Email Support Services?
Right here! iCall Services, Inc. provides cost-effective email outsourcing services for a variety of business, customer care, and marketing activities. No matter what type of email support you need, we can provide it. We have the resources and expertise to deliver the best email support services for your business’s specific needs.
Here’s a sneak peek of what we can do for you:
- Automated response templates to increase production and reduce typing errors.
- First contact resolution approach.
- Detailed reporting and analysis of contact drivers.
- Customized tools tailored specifically for your business’s needs.
- Our service and support agents are carefully selected based on their writing and grammar proficiency.
- Response audit to ensure that service level expectations are being met.
We also focus on delivering a dedicated service, which means that you will have a specialized team working solely on your program. Every detail is tailored to meet your specific needs and objectives. Our specialists become your brand ambassadors, understanding and conveying your brand message, culture, and policies to facilitate customer interactions. And to top it off, we emphasize creating consistent customer experiences so that your customer satisfaction goes through the roof.
To summarize, when you outsource your email support with iCall Services, you’re hiring a flexible, scalable solution that grows as your company grows and that can adapt on the fly. So whether you need CRM campaigns to drive sales, customer service for ticket and issue resolution, or even loyalty programs, we can help you out. Learn more about our customized approach or request a quote today.