Email Management
Let a TelePA Virtual Assistant take care of your Customer Service with our Email Management Service
Research conducted by McKinsey & Company, repetitive queries can constitute as much as 40% to 60% of customer service interactions.
These queries still need a human touch, let TelePA handle these customers so you can work on your business, not in the day to day running of your business.
The percentage of customer service tickets that consist of repetitive questions can vary widely depending on the industry, the nature of the business, and the effectiveness of self-service options provided to customers. However, studies have shown that repetitive inquiries often make up a significant portion of customer service tickets. These repetitive questions often revolve around common issues such as product inquiries, order status updates, billing inquiries, and troubleshooting guidance.
According to Zendesk's Benchmark Report, small businesses spend an average of 5 hours per week on customer support. While this figure includes various customer service tasks, a portion of this time is likely dedicated to addressing repetitive inquiries.
Outsource your repetitive customer service emails to a TelePA virtual assistant
In today's fast-paced e-commerce landscape, efficient communication is paramount to success. With the volume of emails flooding in daily, managing customer inquiries, order updates, and feedback can quickly become overwhelming. This is where a virtual assistant (VA) specialising in email management can be a game-changer for your e-commerce business. Here are the advantages of having a virtual assistant manage emails:
-
Timely Responses
A virtual assistant ensures prompt responses to customer queries and concerns. With dedicated attention to your inbox, they can swiftly address customer enquiries, enhancing satisfaction and loyalty.
-
24/7 Availability
Unlike traditional office hours, a virtual assistant can manage emails round the clock. This ensures that customers receive timely responses regardless of their time zone, fostering trust and reliability.
-
Improved Efficiency
By delegating email management to a virtual assistant, you free up valuable time to focus on core business activities. This boosts productivity and allows you to allocate resources more effectively.
-
Personalised Communication
Virtual assistants can tailor responses to match your brand voice and maintain consistency across all interactions. This personalised approach strengthens brand identity and cultivates deeper connections with customers.
-
Order Tracking and Updates
From tracking shipments to addressing order discrepancies, a virtual assistant can handle all aspects of order management via email. This ensures seamless transactions and enhances the overall customer experience.
-
Feedback Management
Gathering and analysing customer feedback is essential for refining your e-commerce operations. A virtual assistant can collate feedback from emails, categorise it, and provide insights for continuous improvement.
-
Scalability
As your e-commerce business grows, so does the volume of emails. A virtual assistant offers scalability, readily adapting to fluctuations in workload without compromising quality or responsiveness.
-
Cost-Effectiveness
Hiring a virtual assistant for email management is a cost-effective solution compared to maintaining an in-house team. You save on overhead costs such as office space, equipment, and employee benefits.
-
Multilingual Support
With a diverse customer base, multilingual support can be invaluable. A virtual assistant proficient in multiple languages can cater to international customers, expanding your reach and driving sales.
-
Focus on Strategic Initiatives
By entrusting email management to a virtual assistant, you can focus on strategic initiatives such as marketing campaigns, product development, and business expansion, driving long-term growth and profitability.
In conclusion, leveraging a virtual assistant for email management offers numerous benefits for e-commerce businesses. From enhancing customer satisfaction to optimising operational efficiency, it's a strategic investment that can propel your business to new heights in the competitive e-commerce landscape. Contact us today to find out more about how we can help you manage your busy inbox.
Partner with TelePA
-
Step 1: Book a Consultation
We explain the process, you explain your needs.
-
Step 2: Complete the Client Brief
This helps us prepare our agents to handle your calls effectively.
-
Step 3: Smooth Onboarding
We'll help reroute your phone number and get to work on answering your calls!
Why hire TelePA for Email Management, when you could use a Chatbot?
Interacting with chatbots has become increasingly common in today's digital landscape, offering quick and convenient solutions for customer inquiries and support. However, despite their potential benefits, many people encounter frustrations when engaging with chatbots. Here are some common frustrations:
1. Limited Understanding
One of the primary frustrations users encounter is the chatbot's limited understanding of their queries. Chatbots often struggle to interpret complex or nuanced questions, leading to inaccurate responses or irrelevant suggestions. This can leave users feeling frustrated and misunderstood.
2. Ineffective Communication
Chatbots may lack the ability to communicate effectively, resulting in robotic and impersonal interactions. Users prefer conversational and empathetic responses, but chatbots often fail to deliver this level of engagement, leading to a sense of disconnect and dissatisfaction.
3. Repetitive Responses
Share information about your brand with your customers. Describe a product, make announcements, or welcome customers to your store.
4. Limited Scope of Assistance
Chatbots are designed to handle predefined tasks and queries within a specific scope. When users require assistance outside of these parameters, they may feel frustrated by the chatbot's inability to provide meaningful support. This limitation can hinder the user experience and lead to dissatisfaction with the service.
5. Difficulty Escalating Issues
In situations where users encounter unresolved issues or require human intervention, chatbots may struggle to facilitate a smooth escalation process. Users may find it challenging to connect with a human agent or receive the assistance they need in a timely manner, exacerbating their frustration.
6. Lack of Personalisation
Chatbots often lack the ability to personalize interactions based on the user's preferences, history, or context. Users may feel like they're receiving generic responses that don't address their specific needs or preferences, leading to a sense of frustration and disengagement.
7. Technical Glitches
Technical glitches and errors can also contribute to user frustration when interacting with chatbots. Issues such as system crashes, delays in response times, or incorrect information can disrupt the user experience and erode trust in the chatbot's reliability.
8. Privacy Concerns
Some users may feel uncomfortable sharing sensitive information or engaging in transactions through a chatbot due to privacy concerns. This lack of trust can deter users from fully engaging with the chatbot, leading to frustration and hesitancy to use the service.
Chatbots can offer potential benefits in terms of efficiency and accessibility, but they also present challenges that can frustrate users. Your customers probably expect to speak to a person when they call, email or message you which is where TelePA can help, for a variable monthly cost, rather than a high fixed cost.
-
❝Very professional and polite reception service which I can recommend❞ - Jennifer Renney
-
❝First impressions count, especially when you run a consultancy business. AB Heritage has been very impressed with the service we have received from the TelePA team. They have been consistency professional in their handling of our clients and have been very flexible in the way they have worked with us. Thank you.❞ - AB Heritage
-
❝I could not recommend TelePA highly enough, they are a fundamental component to my business which have been in place since day one.❞ - Ben Warren
What are the benefits of using an Email Management Software?
-
Efficiency
Email management software can streamline workflows and automate repetitive tasks, regardless of whether the management is handled in-house or by a BPO. This ensures that processes are efficient and that responses to customer inquiries are prompt and consistent.
-
Integration
Email management software often integrates with other tools and platforms, such as CRM systems or project management software. This integration can facilitate seamless collaboration between your business and the BPO, ensuring that information is shared effectively and that customer interactions are recorded accurately.
-
Quality Control
Using email management software allows you to set predefined rules, templates, and guidelines for handling customer inquiries. This ensures consistency in responses and helps maintain the quality of customer service, even when outsourcing to a BPO.
-
Data Security
Email management software often includes security features such as encryption, spam filtering, and access controls to protect sensitive information. By using such software, you can ensure that customer data remains secure, even when outsourcing email management to a third-party provider.
-
Monitoring & Reporting
Email management software typically provides monitoring and reporting features that allow you to track key performance indicators (KPIs) related to email response times, customer satisfaction levels, and resolution rates. This visibility enables you to monitor the performance of the BPO and make data-driven decisions to improve service quality.
-
Scalability
As your business grows, you may need to scale up your email management operations. Email management software can easily accommodate growth and changes in demand, ensuring that your customer service capabilities remain agile and responsive, whether managed internally or by a BPO.
In summary, using email management software alongside outsourcing email management to a BPO can enhance efficiency, quality control, data security, and scalability. It enables effective collaboration between your business and the BPO, ensures consistency in customer service, and provides valuable insights for continuous improvement.
