Email was one of the first digital channel used for customer care. At first, it was used for personal purposes, but companies have been progressively adopting it for customer service. Messaging now follows the same trend. Despite the growth of this new communication channel, email holds a major part in customer interactions: according to Teleperformance, it is still used by 38% of customers.
It is still necessary for companies to remain available on this channel, while deploying the new ones appreciated by customers, such as messaging and social media. In order to develop an omni-digital customer care, centralizing emails’ handling with other channels’ management becomes essential to optimize your activity, manage peaks and accompany the growth of other channels.
In its latest study; Teleperformance reveals a decrease in the number of customers using email to contact companies: it went from 43% in 2016 to 38% in 2017. This cutback can be explained by the growth of other channels such as mobile apps, messaging and chat.
However, this figure also reveals that email remains used by a large proportion of customers. This interaction mode does have several advantages:
Although customers expect faster answers to their emails than before, the response rate remains longer than on other channels: 80% of them expect an answer within 24 hours. This leaves companies more time to process emails than messages from other channels, on which the norm are answers within a few hours or instantaneously.
Compared to these channels, email has a few limits :
According to the consulting firm Accenture, 58% of customers are frustrated by incoherent experiences across channels and 89% are frustrated by having to repeat themselves. Customers want to be able to choose which channel they use to contact a company. And so companies must increase and diversify the touch points they offer their customer base to provide seamless Omni-Digital Customer Care.
According to another study, the rate of customers who are willing to promote a brand to their relatives and friends grows with the increase of number of channels available, this will improve the Net Promoter Score (NPS). This score jumps from 31% with one channel to 71% with 8 or more channels.
This shows emailing is an essential channel that companies need to implement and control alongside other channels like social media and messaging to increase customers’ satisfaction who will then become ambassadors of this brand to their acquaintances.
Given the spread of digital customer relationship channels, centralizing their management is essential. Instead of relying on different tools and creating silos between teams that are organized by channel, it is possible to assemble the management of all channels.
This approach has several advantages:
ENGIE, the second electricity supplier in France, has recently chosen RingCentral Engage to handle their Customer Relations on Messenger, chat, and email. By integrating these three channels, the company gives its 3 000 agents more flexibility and reactivity.
By integrating emailing, ENGIE can encourage the growth of messages on Messenger, encouraged by its 2 chatbots, while dealing with large volumes of interactions.
Omni-Digital implies that the channel used becomes a secondary issue: customers want to see their problem solved on their preferred channel. This means that companies must be able to offer the same quality of service on all channels.
To remedy this, you must use a solution that enables you to process emails efficiently to optimize your activity and meet customers’ expectations and uses while continuing to promote the growth of new channels.