Emails save your customers to getting frustrated from annoying phone calls when they are in a strict schedule of their day-to-day routine. No matter, today more and more organizations turning their back to telecalls but emails still have a strong hand in your customer support. So, there is a huge demand for email support representatives in the outsourcing industry for their non-voice services.

What are the Email Support Services?

Email support service is a part of the non-voice process of BPO services. In email support, the customer and representative both not need to be present at the same time for conversation. Everything from feedback to queries, customer questions, concerns related to product or service is subject to these emails. As it is an important element in customer services, your business needs strong email support to satisfy your customers.

Who is an email support representative?

An email support representative or agent is the one who answers the customer as well as business-related queries through email. They are responsible for providing responses and resolving customer’s issues. Also, they handled many duties like:-

a. Maintenance of customer records.

b. Attracts potential customers by giving information about product or service.

c. Clarifying customer’s complaint and determining the cause of the problem.

d. Selecting and explaining the best solutions to a customer’s problem.

What are the key features of a good email support representative?

An email support representative must have a good understanding of business emails as well as handling of unprofessional emails drafted by customers. Here are some of the key features an email support agent must keep in mind:-

The agent must handle queries patiently

This is the most important feature of customer service skill set. Holding patience is not only important for the customer, who comes for support in confusing or frustrate stage but for business also. If the email support agents deal with customers patiently they will more identify the problem more accurately and solve it in a good way.

Try to find alternatives

A good representative or agent will be able to find easy alternatives for the concerned problem or issue. This shows the ability of how a good email support agent resolves issues of the customers when there is no particular solutions is available.

Clear Communication Skills

Email support needs good communication skills in writing medium. This is where you are not interacting customers face to face or on phone calls. So, the agent who sent the emails must be good at writing and proficiently provide the right message.

Knowledge of the product

As a representative one must hold a deep knowledge of the product so that the customers get a good response while interacting on email. If the agent or customer representative do not possess a good knowledge of product or service, there are chances of misleading customers.

Emails must be intention focused

In email support services, customer queries are solved through email. So, it must be intention focused. A good representative is who resolve the issues with central intention which is clear to read. A clear and intention focused email is more effective.

Greetings

Emails are the formal way to express anything and when you treat a customer over mail, it must contain pleasure greetings like “Thank You”, “Dear (Name)”, “Hello”, etc. to engage receiver.

Best in using shortcut keys

Time is precious in email support services. So a good representative or agent is who have a good sense of solving issues in less time and possess the best knowledge of using shortcut keys.

Conclusion

Email interaction is not as same as face-to-face interaction. It needs for professionalism and good writing skills to leaves your customers happy. Every email is a small effort but might be a big opportunity to build a strong relationship with the customer. Your support emails are the keys to engage your customer with your business. So, if you are in email support service, you must endure the skills and abilities to handle it like a pro.