Email support is the most consistently dependable way to communicate with customers. 54% of customers have used email for support in the last year, making it the most commonly used digital customer service channel. It is also one of the easiest to outsource.
Even though email communication is holding steady as a desired channel, it’s not immune to today’s 24/7 on-demand customer expectations.
Here are a few best practices to make sure that your company's email customer service strategy stays sharp:
Many e-commerce business owners and entrepreneurs like to stay close to their customers. It’s not uncommon for founders to reply to all customer emails personally when their companies are just getting started. This is of course a bandwidth issue, but it allows the founder(s) to learn directly about their customers and how they can improve the business.
This makeshift model is not sustainable when an e-commerce site enters high-growth mode, however. As customer volume increases and teams grow, it’s hard to keep track of who has responded to which email and at what time. With other aspects of the business demanding more attention, it’s possible for emails to get lost in the shuffle, resulting in potential lost business.
These are a few signs that it’s time to outsource your customer email volume:
Entrepreneur Soleil Gurerrea experienced this firsthand within the first few months of launching her company, Bebonia. She describes the process as “incredibly overwhelming.” She adds, “We were losing out on potential sales because people would send in questions asking for recommendations. If I was busy dealing with the operations and couldn't get to certain emails, they'd fall through the cracks, and we were losing out on revenue.”
Note: A smart way to be prepared is to get an outsourcer in place and ready to go on short notice, but keep them on the lowest retainer until they’re needed (as an insurance policy of sorts). .
Companies can outsource their customer email volume to Simplr at any stage of growth. Entrepreneurs like Soleil Gurerrea of Bebonia and Ken Jackson of StethoHope chose to outsource their customer service emails to Simpr at the nascence of their businesses. More established, mulimillion dollar brands such as Optoro leverage Simplr’s email capabilities to augment their existing customer service teams and reduce email response times.
To get started with Simplr, we highly recommend that you upgrade from email to a ticketing system. Ticketing systems bring your customer service strategy to the next level by streamlining tickets and gathering actionable customer data. There are many ticketing system options, but Zendesk and Intercom are overwhelmingly popular among e-commerce brands.
Our outsourced solution utilizes the brightest U.S.-based, work-from-home Simplr Specialists that are ready to help with your customer volume - any day, any time.
Every applicant must pass rigorous background and empathy tests before becoming a team member and Simplr Specialist. As a result, the caliber of Simplr’s work is a cut (way) above traditional customer service outsourcers.
Outsourcing your customer support with Simplr is 40% more affordable than an in-house solution. At $2.25 per resolution, you only pay for results.
There are no contracts, no minimums, and no hidden fees with Simplr. Since onboarding is done in a matter of hours, no resources are lost to trainings or RFPs. We’re built for the needs and budgets of high-growth businesses.
Simplr can start helping your customers in a matter of hours. Scale up customer support when it’s busy, scale down when it’s not.
No need for lengthy trainings, thanks to Simplr’s AI-powered historical analyses. Ramp up Simplr's outsourced solution for peak seasons, new product launches, or the unexpected spike in customer volume. Scale down Simplr when you don’t need it - no fee or explanation required.
By offering 24/7, rapid-fire pre-sale support, Simplr can help drive more customers to checkout.
We want your business to succeed. Online shopping is a 24/7 experience, and your customer support should mirror that trend. By giving customers what they want - support that's 24/7, fast and empathetic - your leads are more likely to convert and less likely to leave or abandon their cart.
Simplr was founded by a group of corporate executives-turned-entrepreneurs who were determined to create the next best thing in outsourced customer service. They noticed major cost and labor inefficiencies in the traditional model, and decided to disrupt the whole thing… with the help of the American remote workforce and some cutting-edge AI technology.
Simply put, Simplr is a customer service outsourcing company that lets companies design an outsourced and on-demand solution that meets the needs of their business - no matter how big or small. Simplr delivers maximum flexibility with no contracts and the ability to ramp up or down anytime. Bye bye, call centers!