If you are a global brand or an online business, your customers almost certainly expect email as a customer experience channel.
Email is convenient for your customers because the entire interaction is on their terms. Your customer can do other things after sending their email and does not have to wait on hold to get a response.
For you, email is an efficient way to provide support. Agents can answer emails in between live interactions on other contact channels such as phone or chat.
It’s hard to find good off-the-shelf software that manages email interactions. For example, your customer may email your support team with a request. This may not get resolved in the first email back from your team. With regular email software like Outlook, it will be very difficult to keep track of that email and have multiple team members respond to the original request.
Fortunately, we have developed our own email software specifically to manage CX interactions taking place on email. You can:
Using email as a CX channel is a good way to collect up-to-date contact details for your customers. By having valid email addresses on existing customers, you will more easily be able to send relevant news, information and marketing to your customer base.
Contact us now to learn how we can help with you outsource your email support.