In general, not every customer wants to interact with your brand through a phone call. Some are simply not comfortable to engage in a discussion by means of talking. There are also deaf and mute customers who are incapable of engaging in an oral interaction. With non-voice communication channels such as email as an option, you empower these sorts of customers to reach you the way they could and would. This already serves as a strong start towards building a good relationship with them.
What is Email?
Among all the non-voice communication channels available today, email is the first to emerge. In a nutshell, it refers to the exchange of messages between two or more people through Internet-enabled communication platforms. A typical email could contain text and files such as images, audios, and videos.
Primarily, businesses interact with customers via email to provide technical support, address concerns and fulfill orders. Some businesses also use email as a sales and marketing tool. They send strategic emails to customers to generate leads, set up an appointment and welcome new customers with flair.
Email as a Communication Option for Customers
One of the primary reasons why some customers prefer email is because it is already equivalent to a written record. Once a similar or related issue concerning your products or business occurs again in the future, they could just refer back to the email you sent previously for answers. For example, they forgot how to adjust the temperature of the refrigerator they bought from your store again. They could just search for your email where you have indicated the instructions how to.
Some customers also find responses via email more reliable than a call because writing requires more time and effort. An ample time to think about the right response is possible in email because it’s an asynchronous communication channel, unlike the phone. There’s also more room for miscommunication in phone calls as disconnections and mishearings are possible.
As email is non-intrusive, many customers are more comfortable with it whenever a business sends them one or two for sales and marketing purposes. It also costs less compared to expanding your business by means of telemarketing or telesales.
Availing Email Services Offshore
Feeling overwhelmed with the influx of messages you are receiving lately? Want to improve your email marketing efforts? Outsourcing email services offshore might be the best way to go.
For starters, outsourcing email services offshore is a less expensive option than hiring an additional staff to manage your emails. Offshoring countries such as the Philippines have a pool of professional yet affordable talent that can foster good relationships with your customers via email.
Moreover, as outsourced email agents work off-site, you can gain additional savings from reduced operational expenses.
On a side note, we are an outsourcing solutions provider offering email services that are customizable around your needs and preferences. Hand-in-hand, we will help you grow your business and provide the best support possible to your customers.
Some of our email services include, but are not limited to:
Besides email, we also have inbound calls, outbound calls, live chat, social media management, and virtual assistant as contact center solutions. We also have a detail-oriented team that can help you with meticulous back-office tasks such as data entry, data analysis, data cleansing, and market research.
Benefits of Outsourcing Email Services:
Outsourcing email services to a trustworthy and reliable offshore provider will enable your business to focus on its core business function. Other benefits of outsourcing email services include:
Personalized, prompt, and accurate email responses
Canned messages will not help foster strong ties with customers and leave a good and lasting impression. With the right outsourcing solutions provider to accommodate your customers via email, you will be able to provide accurate, prompt and customized replies that will make your customers feel that they individually matter to your company.
Obtain additional staff immediately
Manpower pooling is a practice common among BPO firms because they’ll never know when a client will agree to a partnership with them. So when the time comes that you decide to add more staff for your email operations or even other tasks such as managing inbound or outbound calls, you can obtain the talent you need for those functions immediately.
BPO providers are experts in managing non-core business functions including providing customer service via email and sending emails that will boost sales. Agents in a BPO follow a seamless and mature process in delivering email services. With the right provider, you can achieve your goals in reaching customers, be it to accommodate their needs or warm them up to your brand.
A boost in revenue
Maintaining an in-house email services team can be costly due to overhead expenses for office space, supplies, and utilities. When you outsource email services offshore, you can remove this from your list of financial worries. The offshore provider will be responsible for all of these.
Guaranteed information security
Since you’ll authorize the provider in managing your emails, it is inevitable that they will know some of your internal data such as the personal information of your customers. This is why it is important to partner with a vendor that has proven capability in securing data against leaks, hacks, and breaches. Information security as a benefit of outsourcing heavily relies on the outsourcing provider you will choose.
Industries That Outsource Email Services:
IT and Software
Food and Beverage
Media and Broadcasting
When to Outsource Email Services
Outsource email services to a reputable outsourcing solutions provider if you want to:
- Scale up easily
- Never miss an email
- Improve response times
- Gain a competitive edge
- Reduce operational expenses
- Increase customer satisfaction
- Improve email marketing efforts
- Have a high caliber of staff on your side
- Ensure that no message will sound impersonal
- Resolve customer complaints in a prompt manner
- Accommodate all email messages in a professional and efficient way
Outsourcing in the Philippines
Who are the major powerhouses of BPO?
- India – US $ 154 Billion in revenue (2017)
- China – US $ 130.9 Billion (2015)
- Philippines – US $ 22.9 Billion in revenue (2016)
Why the Philippines?
- English is our adopted language
- Produce 450,000 college graduates annually
- Has low Philippine currency exchange rates
- Offers the cheapest office spaces in Asia
- Our government supports BPOs with PEZA Tax benefits
- No.1 Trending Country as the Top Voice Outsourcing Destination (according to international research)
- 2nd in non-voice complex services
- Top 3 IT-BPO global locations, after India and China
- In the Top 10 worldwide outsourcing destinations
How do I start outsourcing?
Outsourcing is more than just a way to reduce costs. Its benefits can be astonishing if you outsource to the right BPO company. To guarantee the best value out of your outsourcing venture, follow the steps below.
- Identify the challenge that you want to address through outsourcing.
- Research on outsourcing. Find out the top outsourcing locations in the world and their outsourcing vendors. List the BPO vendors that you deem promising to help you.
- Choose one vendor from your list. Look for its contact information and reach out.
- Explain the challenges you have identified initially. During the exchange, the vendor will ask more about your processes to know which service is the best to help you.
The outcome of the fourth step will determine what will happen next. If the discussion went well, then the next step can be a deeper discussion about your partnership. Otherwise, go back to step number three.