It’s safe to say email is one of the most convenient ways for customers to contact a business or organization with questions and/or concerns. What makes this pathway of communication successful is the speed of response times. Customers should be given solutions in a timely manner in order to maintain a positive repertoire that builds a sense of trust while also ensuring all inquiries are handled with utmost care. Contact Centers can offer customized email management services to better respond to customers’ needs. It doesn’t matter what type of business it is, customers, both current and prospective, deserve unhesitating servicing.
Emails can be sent at any time – day or night. Utilizing an email management system helps to prevent a backlog of inquiries. Many times, business managers are busy focusing on important tasks at hand and other time consuming aspects of maintaining a company. They shouldn’t have to leverage which tasks require attention first. Instead, email management can be delegated to highly-trained representatives. While agents are promptly responding to questions and concerns via email, business staff are given more time to hone in on other priorities. There may be instances when the attention of staff is needed, however, an email management team can decipher when they are truly needed. This saves the business time and money.
Benefits of Email Management Systems
When deciding to outsource or co-source customer email support, businesses seek assurance that superior servicing will be provided. Solutions can be delivered in real-time with highly-trained agents who are prepared to represent a brand with full knowledge of its products and services. Customer care should always remain a priority. Securing an Email Management System with a contact center can strengthen business communications.
There are a variety of ways email management can help the success of a company. Here are some of the main benefits:
- 24/7/365 access to our professional services
- A potential for improved sales, customer loyalty, and retention
- Quick, helpful replies to all customer inquiries
- Experienced, educated agents who will reply based on a customized library of responses
- Trend reports on your customers
- A time-saving, low-cost alternative to answering emails in-house
- Customized, pre-approved scripts that provide answers to common questions
- An email management process that is tailored to your business
- Prioritization of the most important messages
Email Management Services
What options come with choosing an email management system for a particular industry? The right contact center can customize services to match the needs of a business. Scalable solutions are established to enhance customer care based on volume and changing demand. No matter what the unique needs of a company may be, the customer experience should remain the main focus. Even if a business already has an existing email support system, a contact center can integrate services to create a better email interface.
Let’s take a look at some of the main email management services that should be considered when deciding what is right for a particular business or organization. These include order placement, order status, shipping and handling, and product or service questions/concerns. When utilizing these services the customer and company benefits. Here’s how:
- Seamlessly updating transactions in your existing CRM system
- Preventing delivery delays and fending off spammers that clog inboxes
- Analyzing customer interactions across all call center channels
- Routing each email inquiry in the appropriate direction
- Maintaining stellar response rates during seasonal events, staffing shortages, equipment failures or natural disasters
All in all, freeing up staff so they can concentrate on core business processes can truly open the doors for success. Utilizing an industry leading resource for email management can make all the difference in customer service.
About Ansafone Contact Centers
Ansafone Contact Centers is an award-winning BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omnichannel services, fully equipped to help you with your business and with any special circumstances.
Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.
