Email customer service that sounds like your business
Email remains a preferred channel for many customers – around 70%* say that they still like using it to get help, so offering it as a contact method is a no-brainer. As your business grows and email volumes increase, response times can rise, reducing customer satisfaction and potentially affecting your bottom line.
That’s where OpenContact comes in. Our trained agents will handle emails with the same professionalism, responsiveness and tone of voice you would expect from your in-house team.
What is email support outsourcing?
Email support outsourcing is when a third-party team manages your customer service emails on your behalf. It could be all the time, during peak trade or out-of-hours. When managing your email support, OpenContact’s skilled agents will:
- Respond to enquiries promptly and accurately
- Use your company’s tone of voice and messaging guidelines
- Handle queries across a range of topics, from product questions to returns and complaints
- Ensure continuity between your in-house team and us, so all customers get the same service
How does OpenContact’s email support service work?
1. Decide when you need us
Our email agents are available across the week, including weekends and bank holidays, ensuring every customer enquiry is addressed promptly. We offer flexible options to cover when you need us most, including overflow and out-of-hours as well as trade peaks.
2. Choose the scope of support
We can manage a single email inbox or type of enquiry, or we can integrate email support into our total customer contact management service, covering live chat, social media, phone and email so you know that your customers won’t be kept waiting however they get in touch.
3. We’ll start answering your emails
Once you’ve signed up with OpenContact, we’ll get to work on integrating your email inbox with our systems so every customer gets an answer as quickly as possible.
Need more than just an email support service? As well as our total customer contact management service, we offer omni- and multi-channel support so we can handle your customer enquiries from different channels all under one roof.
