E-mail Handling : Contact Centre Service from the CEO perspective

Silvia Planella/ September 29, 2014/ blog

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“Outsource e-mail handling service to ensure customers & potential customers are replied to on a 24 hour basis”

E-mail Customer Service: Benefits for all your business

Pat Keogh, Arema Connect’s CEO, explains in this post the benefits of e-mail handling for any business. Pat has over 20 years of experience in customer relationship management.

Choose one word to describe Arema Connect?

Trustworthy

Define good email handling service in 10 words?

Prompt response times with grammatically correct, relevant & professional replies

Why would you outsource your email handling service?

I would outsource e-mail handling service to ensure customers & potential customers are replied to on a 24-hour basis. It depends on the industry but a speedy reply is extremely important for E-Commerce Retailers as the client base is worldwide and they expect a reply to their query immediately.

Outsourcing is a cost-effective way of complimenting your on-line presence. It allows you to reach a global client base with a bespoke channel of communication with a dedicated team of agents, trained in handling customer information queries, delivery queries, product queries, order processing & after sales support.

What advantages does email have over phone services?

The main advantages of e-mail handling is

  • Convenience for your customers
  • Cost effective solution
  • Ability to use pre-defined replies based on experience and frequently asked questions
  • Multiple e-mails can be handled by an agent as most queries fall under the same categories.
  • Language barriers can be overcome as it is easier to understand the customer query once you have a tracking number and have time to investigate the query.
  • Customers are not frustrated by being put on hold and spending time explaining their query to a customer service person.
  • You can set up an automatic reply so that your customers are aware that you have received their e-mail and they will get a response within a specified time period.

Explain in 10 words why you would outsource email handling services to Call Management?

Guaranteed 24 x 7 service delivery with a personal touch

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