5 Best practices for successful email customer support

OABPO Blog Team Published on May 13, 2014

call-center-services-Philippines--Open-Access-BPO-
Using some of the best practices that Open Access BPO applies to its non-voice customer support unit, any business can explore the full potential of email as a customer service channel.
Most outsourcing firms that offer call center services in the Philippines have email support in place to cover the multi-channel aspect of customer service and provide assistance through the channel their customers prefer. However, having email as a point of contact between consumers and brands is not enough to guarantee a successful multi-channeled customer service delivery. Like any other channel, this tool must be used wisely for it to be efficient.
Here are best practices that you can use to make the most of your email support services:

1.   Respond right away

call-center-services-Philippines--Open-Access-BPO----

Although email is preferred by customers who want detailed answers that they can save and use for future reference, email support has a drawback that you should address. Unlike calls and live chat, email interactions are not real-time.

In spite of this, delays shouldn’t hinder you from delivering immediate assistance. Set up an auto-responder that acknowledges receipt and estimates the time the senders could get an email from a real representative. Chances are, customers are more willing to accept the slight delay as long as you let them know that their request is being processed.

2.   Constantly monitor

Along with a tool that estimates the response time, have a program that can notify agents if the requests are processed within the promised duration. This should also be able to track ticket assignments, queues, and the agents’ adherence to customer-handling practices.

3.   Route through webforms

The estimated response time depends on the inquiry type or level, so before customers send the email, they should categorize their request for it to be sent to the right agent. You could use webforms as a routing instrument; this requires the customers to fill the form with necessary details and select the category of their problem or question.

4.   Anticipate inquiries and needs

A good email support program has a management system that tracks and reports trends in customer needs. This could tell you recurring problems so that you can work on preventing them or give proven solutions to customers who might encounter the same issues in the future. The trends could also reveal what customers prefer or purchase the most, allowing you to upsell or cross-sell related products (with the recipients’ permission, of course).

5.   Integrate email with other channels

call-center-services-Philippines--Open-Access-BPO---

There should be a unified database for your phone, chat, social media, and email agents. With this, representatives could refer to past transactions of a sender to process his current request. This also makes for easy communication and escalation between email representatives and their team leaders.

Integration should also be made for the customers’ ease of use. Give them the option to cut and continue transactions between channels. For example, they can call a representative for assistance and ask the instructions to be sent via email instead of dictated over the phone.

If implemented and managed wisely, email support could reduce costs, increase customer satisfaction, and boost your contact center’s productivity. Referring to these best practices can help you multi-channel your customer service effectively.
 
 

Join us on facebook
Open Access BPO 6 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 6 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 7 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO 7 days ago
This expansion is a strategic move that signifies a major milestone in 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's continuous growth and dedication to serving its expanding international clientele.

It enhances the company's capacity to manage additional programs, grow its teams, and create job opportunities for Davao-based

more via KRON 4 News
https://buff.ly/3sVKUD7
Open Access BPO 8 days ago
𝐀𝐫𝐞 𝐡𝐮𝐦𝐚𝐧 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 𝐦𝐨𝐝𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐬𝐭𝐢𝐥𝐥 𝐧𝐞𝐜𝐞𝐬𝐬𝐚𝐫𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐦𝐢𝐝𝐬𝐭 𝐨𝐟 𝐚𝐥𝐠𝐨𝐫𝐢𝐭𝐡𝐦-𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 #𝐂𝐨𝐧𝐭𝐞𝐧𝐭𝐌𝐨𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐭𝐨𝐨𝐥𝐬.

It's humans vs algorithm in this blog post! Read all about it now: https://buff.ly/3uybgeN

----------
Outsource content moderation and other business or knowledge process needs: buff.ly/3sJxKJl

#WeSpeakYourLanguage
Open Access BPO 8 days ago
#CallCenter Team Leaders drive progress and ensure exceptional #CustomerExperience.

Want to unlock the secrets to becoming an extraordinary leader for your team?

Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/3G7P2Dc

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: https://buff.ly/47MoEKX

#WeSpeakYourLanguage
Open Access BPO