Our standards for customer service and commitment to communicate in the voice of your brand are just as high when we respond to emails as they are when we handle calls or chats.
Our email support for your brand is integrated with a range of other services, including customer care, queries, technical support, price quotes, order fulfillment, and pre- and post-sale customer services. We respond to customers via the channel that will result in the best outcome: If we receive an email and our experience tells us a personal phone call is the best way to respond, that’s what we do. If a customer calls and we recognize that an email with specific, important details is the best way to ensure a good outcome, we respond via email.
To ensure our email responses meet the standards for Brand Care we’ve agreed on with you, we train our agents on email systems and procedures and use quality assurance checks and coaching, as necessary, to ensure a consistently high level of quality care.
We are committed to meeting your performance standards for email support, including contractually specified response times, branding requirements, escalation rules and more. By adding agents and rescheduling assignments, we can scale to handle even unexpected email volumes from a big sale or unexpected website issue. We also take care to route emails to the queue of the Brand Specialist best qualified—in terms of expertise on products, client policies, order status, or other factors—to answer them.
We are flexible in using whatever system or email platform works best for your company. We can develop and deliver daily reports containing any statistics you specify, including forecast vs. actual email volumes and response times.