Why Email Support Service is Important for Customer Support?

Key takeaways:

• Customer support affects the loyalty of your customers.
• Chat and email support have their advantages as platforms for communication.
• An email support service can help businesses generate revenues.
• Companies opt to outsource email support services to save time and money.
• Customer support in Arabic is one of the most in-demand services worldwide.

Table of contents

• The Role of Customer Support
• The Differences Between Chat and Email Support
• Benefits of Email Support
• Outsourcing Email Support Services
• CCCI – Professional Customer and Email Support Services

In any list of the important keys to business success, there is one thing you will always see: customer support. It should be on every list because the customer drives revenues! There are many ways to provide customer support. We are going to focus on your need for an email support service for your business.

According to Microsoft, 96% of consumers across the globe say customer service is an important factor in loyalty to a brand. What if, like any other business, you make a mistake that inconveniences your users? Well, 78% of consumers will still do business with you after, as long as you provide excellent customer service!

It has been established how your product or brand thrives with how you treat your users. How you connect with them before, during, and even after they choose you greatly affects your business. Let us take a deeper dive into customer support and highlight the importance of email support services.

Before, “customer support” was viewed as a cost center in every company. It used to need customer support agents who required managerial approval, and it is not available around the clock. Sounds like a nightmare for modern customers, right? Eventually, customer support evolved into better definitions.

Customer support is now the face of a company. It is a critical component of sales and is available anytime in any form. Agents are now empowered and fully capable of helping with questions and requests. Customer support now holds the future of businesses!

Providing excellent customer support is providing timely and compassionate help to your users. You put your customers’ needs on top, assuring them that you give them their money’s worth. When you excellently support them, they will most likely refer you to others, remain loyal, and even help you in your marketing opportunities.

Customers can reach you for support through email, phone, chat, social media, knowledge base documentation, and more platforms. More users have seen the convenience of chat and social media customer support as they can be accessed more quickly than other platforms, but the choice ultimately depends on your brand.

If you have not established customer support in your company yet, it is high time to do so. According to Hubspot, 58% of their surveyed customers said their expectations for customer service have increased after the pandemic. To make your support even more accessible, you can provide them in the most in-demand languages in business. These languages include:

• Chinese
• Arabic
• Spanish
• French
• German

Note: Customer support is different from customer service. Customer support focuses on assisting customers with technical problems, while customer service deals with the customer experience and collaboration. Both play important roles in businesses.

Now, should you go for chat support or email support service? Learn the differences between the two platforms and understand how email support is your next best investment.

Chat support is communicating with your customer to address their questions or concerns. When a customer wants to talk about your brand for any reason, you may respond to them promptly through chat. Through chat support, you can connect with your users on the spot, get a clear view of your pain points, and possibly land a conversion!

On the other hand, email support engages with your customers meaningfully but in a longer timeframe. You get to collect feedback and more detailed information about the concerns. Email support is best for customers who prefer to communicate through emails. It is also great for lengthy discussions, and it is excellent for documentation!

A survey by HubSpot showed that 62% of consumers from the US, UK, Australia, and Singapore prefer asking for customer support through email. Which one should you go for? Let us have a more straightforward look at the differences between chat and email support.