You’re doing it wrong if you’re running a business and spending on marketing while ignoring customer service. It isn’t too surprising to understand that the relationship between customer service and sales is direct. Good customer service leads to more sales, and bad customer service leads to lower sales – that’s how customer service affects sales. Keep […]
Email Customer Service Outsourcing
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What is Email Outsourcing
Email outsourcing is the process of outsourcing your email customer support management to a third-party.
These tasks include customer service, technical support, promotional emails, and more. It helps cut down costs, improves efficiency, and increases customer satisfaction.
According to Gartner, companies spend an average of 7.8% of their marketing budget into email marketing.
Furthermore, the average return on investment through email marketing is $36 for every $1 spent.
The Benefits of Outsourcing Email Support
Faster Responses
Expert agents working at the best outsourcing companies provide lightning-fast responses without compromising on quality.
24/7 Support
When you’ve outsourced your email support to a BPO, you don’t have to worry about international clients and time zones due to 24/7 customer support.
Cost Efficient
Outsourcing customer service is highly cost efficient as compared to hiring an in-house team, thus reducing operational costs.
Enhanced Customer Satisfaction
Professional email agents handle queries and tickets in a more effective manner and thus, improve customer satisfaction.
Scalability
Outsourcing allows business to scale up easily without the increased costs of hiring and training new staff.
Use of Technology and AI
Outsourcing firms usually leverage the latest technology, software, and AI chatbots for efficient email management.
Email Support Outsourcing Cost
The cost of email support outsourcing can vary greatly depending on several factors.
These factors include the complexity of your needs, the volume of emails to be managed, the level of expertise required, the location of the outsourcing provider, and the quality of service desired.
For instance, if you operate in a highly specialized industry with complex customer queries, you may require email support professionals with a particular set of skills.
Such expertise might cost more than standard customer service support.
Similarly, if your business generates a high volume of emails daily, the cost may rise due to the increased workload.
It’s also important to consider the location of your outsourcing provider.
Typically, providers in countries with lower labor costs can offer more competitive rates. However, it’s crucial to balance cost with quality.
Providers in low-cost regions may offer attractive prices, but do they have the necessary skills, infrastructure, and proficiency in your business language to deliver the level of service you require?
Another cost factor to consider is the quality of service.
Higher-end providers offer more than just email response services.
They invest in ongoing training for their staff, ensuring they’re updated with the latest industry trends and customer service best practices.
They also use advanced technology and tools for efficient email management, and these investments may be reflected in their pricing.
Furthermore, the pricing structure can differ among providers.
Some might charge on a per-email basis, others on a per-hour basis, and some may offer package or monthly subscription options. You need to decide which pricing model best aligns with your budget and business needs.
