Internet has become a necessity for everybody these days. People choose to communicate more through internet than through calls or face to face talks. Firms need to communicate with their customers through emails. However this isn't the core activity of a business hence they usually lack the skills and fall short of the resources needed for an effective email communication. Companies go for Business Process Outsourcing for handling their requirements.
BPO companies take care of all the email based communications that take place between the firm and their customers.
Let's discuss various advantages of email support.
This is considered one of the most flexible communication methodologies because you are not obliged to revert back to the customer instantaneously. 24X7 support staff can be put to rest. You can have fixed shifts for agents as per your suitability. You can also add or remove agents according to the flow of incoming mails.
It is best suited for companies having international presence. Internet can be accessed from anywhere in the world. Writing things can be much expressive and convenient for people than lodging complaints over an IVR system or calls.
Emails are a preferred form of communication in business. They act as a written record for small formal commitments and requirements and also help improve an organization in its weak areas.
It offers huge cost benefits to organizations as the setup cost for telecom and other communication mediums is saved thus reducing overhead operational cost.
However, organizations need to partner with right BPO service provider who is known for delivering exceptional email support service.