Customer Service over Email is one secret weapon to long-term success
It Is The Future
Global email users amounted to 3.9 billion users in 2019, this is set to grow to 4.3 billion users in 2023. To meet expectations, email support will dominate as the digital channel of choice for customer service in the foreseeable future.
As many as 62% of customers want to communicate with companies via email for customer service. Customers today demand more. Email keeps a record of all the communication, that can be stored and accessed later.
Customers expect businesses to respond to their emails within an hour. They demand quick, convenient support from every company they do business with. Customers want immediate solutions in their inbox. Email support acts as a boon for this segment.
How it works?
Persuade Potential Customers74% of consumers have spent more money due to good customer service. Customers have their uncertainties, providing solution and assurance with benefits and features will influence them to make a purchase. Topping it with an additional discount can be a treat.
AttachmentsFor some customer interactions, attaching files such as product damage state, photos, invoices, warranty proof, complaints, and suggestions are necessary. As a matter of fact, 60% of consumers have higher expectations for customer service now. Email can be a platform for that!
TraceableResolve a complaint in the customer’s favor and they will do business with you again 70% of the time. Additionally, previous issues can also be traced using ticket numbers or user IDs to keep a check on the status.
Boost Sales49 percent of consumers say they always tell others about their poor service experiences. But 66% say they talk about their good service experiences. Businesses that respond and resolve issues on emails, increase customer satisfaction and boost sales both online and offline.
Cost-EffectiveEach year companies lose an estimated $41 billion due to their poor customer service. Email support system does not cost a fortune, increases ROI, and gives tangible results.
Conversation Remain PrivateCustomers do not prefer to discuss their issues or queries openly due to multiple reasons. When their complaints are written and documented over email, the customer finds that their concerns are taken seriously.
Make Product RecommendationsJust resolved a query? Don't waste an opportunity to make more sales. Offer recommendations to the customers related to the previously purchased item to bolster more sales.
Conduct Satisfaction SurveysOn average, loyal customers are worth up to 10 times as much as their first purchase. Loyalty can be achieved with utmost satisfaction. After providing the support, send surveys to the customer and improve business performance.
Best Customer Support strategyPoor response times or lack of responses can lead to as much as a 15% increase in customer churn rates. Email can be an on-the-go channel that lets customers send and receive support messages at their convenience. The 24*7 availability makes this platform one of the most easily accessible channels.