One myth that sticks in the minds of brand owners is that email is a bit old school. They think chat apps, DMs, and instant responses might have replaced email support. But it’s completely wrong and a false statement.
Customers are still using email as a mode of communication, and if you are ignoring your business’s email support, you might be making one of the biggest mistakes.
This blog post highlights the reasons why email support services remain important in today's digital age. Continue reading!
Email Support Services
We see businesses every time rushing to add live chat widgets and chatbots to their websites. No doubt these are too great modes of communication, but it’s insane to say that email support has no benefit at all.
Email communication works more efficiently, and there are countless reasons to go for email support. Let’s discuss more about email customer support in detail, along with the reasons.
People Actually Prefer Email for Certain Things
Customers don’t want to use the same channels for every type of conversation. For example, quick questions demand quick answers, and it can be done via chatbots or social media. But what about complex issues and detailed explanations? Definitely, email support works best here.
Think about it from your perspective. How will you give detailed explanations, billing information, share important documents, and secret account details via quick message? Impossible.
Customers want the security of knowing their issue is documented, they want to attach files, and they also want to take their time explaining the problem. Email is king for all these.
The Written Record Nobody Talks About
One main advantage of email support that mostly goes unnoticed is the documentation it creates. When a customer emails you, and you respond to that email with a solution or guidelines, both responses are recorded forever.
This is not just convenient; it builds trust. When you both have record details, there is no chance of having chaos, misunderstanding, or dispute from any side in the future. Both you and your customer know everything about the matter.
Not Everyone Wants Real-Time Pressure
Instant messaging creates pressure, and customers don’t have enough time to share their problem in a detailed way. Also, instant messaging puts pressure on customers in a way to respond in a shorter time. But the story is different in email support.
Email removes that stress. Customers can send their messages easily when it’s easy for them. There’s no time shortage issue that they have to compile a message within 30 seconds. With this, customers easily prepare their message and send.
How beneficial from your end? Your team has enough time to consult with other departments and give a response in a way that the customer will be completely satisfied.
Email Works for Everyone's Schedule
All the customers of your brand don’t live in the same time zone. One may be from New York while the other one belongs to Tokyo; this is how time zones vary. Unlike live chat, where you need someone who responds to customers' queries outside regular hours.
Email support means your door is open for customers' concerns without paying a single penny in the name of staffing costs. Customers send their questions whenever they want, and you can respond to them during official business hours. There’s no chance of a time gap.
The Detail Factor
Some problems can’t be solved through instant messaging. Those customers who want to deal with technical issues, policy questions, or situations that demand careful explanation, email gives you the best space to answer all things in a detailed way.
For example, a customer contacts and seeks your support after providing all the evidence, then it’s your responsibility to respond in the same way they asked for help. The customer can read through at their own pace and get back to you if needed.
Ending Note!
Email support has its own importance, and the aim of this blog is not to make one good and the other bad. Instant chat options have their own importance. If you own a small business, it is recommended to use both as both are best in their own ways.
At Kolaxo Contact Center Services, we have built our email support services specifically for businesses that understand this balance. We know that when a customer takes the time to write out their problem in an email, they're looking for a real solution, not a quick brush-off. They want someone who will read carefully, respond thoughtfully, and actually help them.