Reasons Why Votiko’s Email Support Should Be Your First Choice
By focusing on offering outstanding email support, you can ensure that all of your users have a consistent experience.
Isn’t it true that everyone enjoys trying new things? We make an effort to stay on the cutting edge of fashion. We investigate Teslas, AI, and smartwatches. As soon as a new restaurant opens, we rush in. We experiment with new exercise fads and diet fads…
But there’s a reason why the little black dress, plain old chocolate chip cookies, and email exist and continue to be so popular: they function.
It’s crucial to have something stable that you can rely on in a world of experimenting and trying new things. In a world of chatbots and video chat, email serves as a solid foundation. While it’s fun to try new things, it’s crucial to maintain things consistent and familiar for your customers. It’s not advisable to fully eliminate the “traditional means” of providing support, just as most people can’t carry off a tremendously power-clashing costume.
Here are a few reasons why you should continue to use email as your primary form of communication.
It’s dependable.
Customer service is preferred by 62 percent of individuals over any other channel, including phone, chat, and even social media. The most common justification given is because it is dependable.
“There isn’t much to sending or receiving email, and that’s sort of the purpose,” said Aaron Straup Cope, Senior Engineer in Digital and Emerging Media at the Cooper-Hewitt Design Museum. “Try to envision the expense of investing in their solution or the cost of giving up all the flexibility that email gives the next time someone tells you email is ‘dead,'” he continued.
And it’s true—consider it. Despite the fact that many businesses are creating email experiences and tools, the function and technology at its foundation haven’t evolved much since it was first introduced decades ago. To many people, email has been many things, but the tool itself has not changed.
While bells and whistles might be useful additions to your support capabilities, having something at the core that (for the most part) just works is invaluable.
It’s simple to use.
Email is utilised in our personal and professional life on a regular basis, and it is accessible on all of our devices (43 percent of people say this is why they choose email when reaching out to support). It doesn’t require a single specific gadget to work, thus it’s not a problem for folks who don’t have a laptop or a mobile device.
There are currently over 2.6 billion email users in the world, with over 4.3 billion email accounts. That’s a lot of emails, especially when you realise that the world’s mobile phone population is just around 2.5 billion people, with the younger generations accounting for the bulk.
Many of us who have an older, less tech-savvy relative understand how much easier email is to explain than virtually any other kind of technology communication: email is simple and tough to break. Most users can get started with few (or no) adjustments to their normal email settings, and there is usually no software to download in order to get it up and running.
I’ve never had to call my father to explain how to send an email, but I do speak with him at least once a week to help him figure out his various streaming services. Email is widely used to the point where anyone with internet access may use it with ease.
It’s simple to share.
It’s true that people prefer immediate assistance. It is for this reason that mediums such as live chat and phone are so popular. However, live chat and phone are the two support modes where customers are most likely to be redirected and have to repeat their query.
Have you ever visited this location? It’s aggravating! You shouldn’t have to explain your problem more than once if you’re having problems with a product. Fortunately, email can assist you with this.
Customer service agents may access all previous discussions with a customer and quickly and easily digest them via email and, to a lesser extent, chat. This helps to put the situation in context and gives them the opportunity to ask the client fewer questions. A customer’s experience will be significantly better if there is less repetition.
It’s simple to escalate emails and add notes to them. It also fosters collaboration in ways that live chat and phone cannot. When dealing with a consumer over the phone, it takes significantly longer to grasp the complexities of their situation, especially if it is technical. Because quick responses are required with live chat, there isn’t much time for collaboration on an issue that the agent may require assistance with.
Email is the only communication medium that is supposed to be a little slower, allowing for greater context sharing, note-taking, and collaboration. It works well in a variety of situations, but notably in technical or complex ones.
It’s less aggravating.
Email is, by definition, far more convenient than any of the other assistance options. The entire support engagement is on the customer’s terms, even if it isn’t as speedy as chat or phone. The customer cannot be placed on an inconvenient, indefinitely long hold. Rather than being on the agent’s timeline over the phone or chat, they can pause and resume the conversation whenever it is convenient for them. In fact, 40% of respondents believe this is why they prefer email over other methods of communication when seeking help.
Email provides your consumers the feeling of being in charge of the conversation because it allows them to communicate on their own terms and at times that are convenient for them. They may have to wait longer for a response, but they can keep track of the chronology in a way they couldn’t on the phone or in live chat. They can’t put a phone discussion on hold or tell the live chat window they’ll be right back if they need to focus on anything else.
It has a greater scalability.
One of the most scalable kinds of help is email. The advantage of phone and chat assistance is that it is rapid, but that immediacy necessitates attentiveness. When a customer service representative is on the phone, it is doubtful that they will be able to accomplish anything else. The same may be said for live chat.
In general, you can only manage 4-5 chats at a time if you rely heavily on canned or saved responses. Agents should only be handling 1-2 chats at a time if you want to give high-quality, personalised assistance. The average wait time for a chat response is two to ten minutes, with a seven-minute average handle time. So, it will take roughly 20 minutes to resolve 1-2 difficulties.
You can keep hiring additional people to staff your chat and phone support, but nothing compares to email in terms of scalability and simplicity.
Conclusion
This isn’t to argue that your consumers should only be able to contact you via email. It’s always a good idea to branch out and try new things now and then—you might just discover a new fan favourite.
However, for the vast majority of people who will want to contact you, email is one of the finest ways to deliver stable, easy-to-use, on-their-terms support. By focusing on offering outstanding email support, you can ensure that all of your users have a consistent experience, whether they’re contacting you from a desktop computer, an iPhone, or a tablet.
