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Email Customer Support and How to Improve the System One particular area in customer service, where it is often overlooked by most companies, is the email customer support, since it has been frequently observed that email queries from customers are either responded late or unanswered, and this may seriously result into customers losing their trust in the company or they may think that the customer care service of the company is not satisfactory. To win back the trust of customers, a company must look into measures to improve its customer service by either assigning additional employees to answer the email section or outsourcing a company to do this job. Since customer queries are responded through a file attachment, which includes the company’s recommended solution to a customer’s complaint, one way of improving this measure is to use screenshot templates, where the company’s response is shown for a customer to understand clearly the explanation or for a customer to follow the instructions that a company recommends as its response to the customer’s inquiry. Another way for a company to respond to its customers’ emails is by accessing its communication to their customers smart phone’s email apps, knowing that the advanced technology of software applications and smart phones has made it possible to get email connection, and by using this approach the customer service becomes fast and convenient for customers to read their emails while they are travelling or when they are in their own homes.
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Outsourcing a service provider to do the job of answering the customers’ emails is an economically gainful investment which a company can do to improve its customer service and it is not just the cost, but the quick service of responding which can help a company satisfy, if possible, all their customers’ queries.
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If outsourcing is not an option, the company’s IT department can make use of softwares that are designed specifically for customer care service, integrating the following functions: manage, organize and respond to all customer service requests; track all customer service requests using one-click reports to address response times, unanswered emails – all these can be performed by an automated process. There are also designed softwares that can link a customer’s email to a specific department, such as the accounting department, where most emails queries are routed, by configuring the software system, such that when words, like “account”, “billing”, “payment”, are mentioned by the customer, his/her email communication will be immediately sent to the right department to act on his/her request. Furthermore, if the company is sincere in improving its email customer support department, it should look for the appropriate provider or software to integrate a 24/7 customer support system, wherein customers’ requests are received on a daily basis and quick answers and solutions are also delivered to the customers within a short time frame or the company can use an apps where customers can log in, type their request or go over the FAQ in the company’s website anytime following a 24/7 customer support system.