The reason for this popularity is simple, the email can present information on a personal note. Whether it is about the new product promotion or some information regarding the ongoing maintenance of the service, emails can be circulated any day anytime to notify the intended audience. The person who receives the email knows that it is drafted by someone with the motto of providing great service or wants to help them with the issue that they are facing.

Importance of email support software

Studies show that about 90% of support centers are offering email support, and 70% of customers prefer email to seek support from companies. This is indicative that email support is still prevalent and sought-after. 

There are countless benefits of using an email support software, some of them are mentioned below: 

Seamless communication

When you use the email support system, you don’t have to worry about the availability and time zones of your customer across the globe, you can reach out to them at any time. 

Unlike phone support, you do not need to give hours dialing to deliver your messages or to wait for someone to attend your call to respond to you. You can send your message to their email inbox, and once they will be available, they will receive your message, whether you are at the service or not. To put it simply, it is a communication mode that consumes less time. 

Incredible in training an AI

Email is incredible in training an AI-powered agent for delivering high customer satisfaction. It is because the email requests are typically longer than that from social media channels or live chat and contain multiple intents.

While training an AI, the focus should be on how people ask questions, not on how you expect people to ask questions. You can train AI using past data as it gives AI Agent knowledge and confidence to accurately categorize intents across a larger number of observations and statements. The more availability of data, the more accurate an AI will be. Because companies are using email for a much longer time than any other channel, email has a much larger dataset. 

Beneficial for future reference

People see the phone support and live chat as an immediate support platform- the customer request needs a quick response over there. But the email ticketing system has the advantage that you can respond after getting enough context of the issue and can be referred to again. 41% of customers expect the response to their email request within 6 hours. 

You can have enough time to find a suitable answer for email than you have over instant messaging or telephone support. 

Ability to integrate templates, FAQs and product guide

Email tickets management allows you to efficiently integrate the templates, product guide, and FAQs to your response. These informational links help agents to provide faster resolution and assistance to customers so that they handle their issues on their own up to an extent. 

Agents don’t need to redraft emails for common repetitive issues. They can invest their time in finding a solution to more problematic and urgent issues.  

Cost-effective 

It is possible to integrate an email ticketing tool easily with your chat support or voice support system. It does not cost a fortune; the outcomes you get are way more than you invest in this channel. 

Fosters trust

You may call it psychological, but most people believe in written words rather than verbal conversations. 

Customers feel that when they report their issue through an email, the company will take it more seriously. Likewise, when customers receive any response to their reported issue through email, it provides them the satisfaction that the company is taking their matter seriously and will take some action regarding the issue.

Final thought 

Email ticketing systems are apt for customer service: they are personally intended for the addressee only, with the ability to provide informational links and attachments, it easily explains something more complicated.

With the high preference of customers for support over emails, the requirement of organizations to implement a well-grounded email ticketing system also increases. 

We at Wowdesk offer a customized email ticketing system that suits your business needs. Schedule a live demo today!

The post The Strategic Importance of Email Support appeared first on Wowdesk.

Communication via email is quick and convenient. Hence, 54% of customers used the email support last year, leading as the most used digital channel for customer service. But the bitter truth is, not all companies know how to utilize an email ticketing system to make their business more profitable. The limited use and access to a robust email support system often make it difficult for companies to deliver quality support to their customers. 

If you are willing to take your email support to a new level, this blog should help. Here are some smart tips to offer quality email support-

1. Set a professional customer support style

The tone you use to communicate on a support system showcases the personality of your brand. Therefore, set a professional tone language and voice and make your whole email support team use it to interact with your customers. 

Set the protocols, guidelines, structure, and values for your customer support process. Circulate a style guide within your customer support team that they can use as a baseline in their daily support work.

2. Personalize to more humanly emails

Customers feel under-valued when they receive an automated robotic email. On the other hand, when customers receive personalized service, they trust more on the information received, and as a result, they prefer your service in the future. 

Greeting them with their name is the best way to establish familiarity and it becomes more humanized when you sign off with the name and position of the representative. 

3. Automate

Maintain the right balance between automation and personalization. There can be times where your team can’t respond to the customer queries immediately due to some technical issues, the bulk of email to tickets, or any holidays. In such circumstances, an automated, pre-framed response can help to deal with the customer’s anxiety. 

You can use these canned emails to answer the repeating issues through an email ticketing tool. With this, your team can save their lot of time and utilize it in solving some complicated customer queries. But make sure the automated message you use has a personalized tone. 

4. Acknowledgment 

When drafting a support email, always acknowledge the customer’s problem. Acknowledging their problem ensures that you understand their issue correctly, also it will empathize with them, which will help you to diffuse their anger. 

No matter how rude or irritated the customer’s email is, it’s crucial to keep your tone language gentle and positive. 

5. Illustrate the instructions

Not consider your customers as they are familiar with your products or services. Always remember, they are reaching out to you because they are facing difficulty using your product or service. So, provide the solution to them in a simple and illustrative way. 

Use the ELI5 technique (explain it like I am 5). Explain to your customers using images, screenshots, and break down the complex topics to make them understand easily. 

It is crucial to improve your email tickets management to satisfy your customers and earn their loyalty. Nowadays, customers are not patient, so to make the customer experience better use a top-notch email support software like the one offered by Wowdesk. Start a free trial to step towards gaining more happy customers. 

The post 5 Smart Tips to Improve the Performance of Your Email Support Team appeared first on Wowdesk.

Moreover, they expect a response to their emails within an hour. At the same time, the response rate on live chats should be much higher with customers expecting a response to their messages within 45 seconds before they leave the chat (or maybe the business forever). With so much to handle, businesses with small teams can end up with inefficiencies in their customer support system. Fortunately, there are powerful and efficient email support system available that can channel all your service requests, whether it’s on an email or on live chat, to a single dashboard. 

Below we will go through some points to prove why your business needs an email ticketing system to handle customer queries more efficiently and keep them satisfied. 

Work Transparency

Transparency is an essential part of effective teamwork. Work just runs better when everyone in the team knows what the other members are doing. When peers and managers, both will have a centralized email ticketing system, the process of assigning tickets to the team will be easier. 

Employees will know what they will be working on next and they can set priorities. You will not start working on things already done or currently in progress by other team members. This aids in faster workflows.

Meaningful Categorization

Unless basic emails, email tickets management such as Wowdesk come with categorization and filters, to help an organization with rapid ticket allocation. This also helps robust systems in providing real-time analysis and meaningful, detailed reports of performance levels.

No Missed Complaints

Many support providers often miss some requests while handling email queries and human-errors are inevitable. However, once you have an email ticketing system, everything stays in the record as it is useful in reporting. This allows ticketing systems to alert you about any missed or forgotten tickets to never leave an email request unattended. 

Source-Eptica

More Organized

Lack of organization is never a good sign for any business as it results in less productivity or longer time for ticket resolution. Unlike traditional techniques where you need to manually organize everything, an email support system can organize a list of tasks as per priority helping support agents to be more productive and help clients that need it first.

Being an online system, it will also prevent piles of paper with its excellent storage capacity that you get on the cloud. Moreover, the organized reports will help you keep track of all the previous client conversations, preventing you from annoying the customers with similar questions repeatedly. 

Key Takeaways

An email ticketing system is certainly the need of the hour due to its amazing efficiency, speed, tracking and reporting capabilities, and professionalism. You will feel a level of excellence with an effective ticketing system managing your emails. Get in touch with us today and try Wowdesk’s advanced support tools to offer top-notch service to your customers. 

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