One of the services that the Global Bilgi contact center can provide to its clients is email support outsourcing. Some may ask, “Is anyone still using email?” You might be surprised, but email remains an effective business communication tool. Let’s explore the areas where email correspondence is most actively used and why sometimes it makes sense to outsource email support.
Email Usage Statistics
Despite the growth and popularity of mobile messengers and online chats, email remains an integral part of online communication. According to the research organization Statista, in 2023, the number of email users worldwide was 4.37 billion, and it is expected to grow to 4.89 billion users by 2027.
Global Email Audience
In 2023, approximately 347 billion emails were sent and received worldwide every day. By 2027, this number is expected to exceed 408 billion emails per day. As of July 2022, about 55% of emails were sent and opened through the Apple MPP app. Gmail, Google’s free email service, ranked second with a 31% open rate. Outlook took third place with 4% of emails opened.
Which Industries Benefit Most from Email Support Outsourcing
Email is a universally accessible communication channel. While certain messengers or social platforms may be blocked at specific times or in certain regions, email is always available to anyone with internet access. Therefore, it provides even the most niche businesses with access to international clientele. Let’s look at the industries where email correspondence still holds a leading position.
Email Support Outsourcing for E-commerce
In e-commerce, email is used for order confirmations, shipment tracking, marketing newsletters, customer service, and personalized recommendations. This helps build long-term relationships with customers and encourages repeat purchases. Outsourcing email support helps build long-term customer relationships and drive repeat purchases.
IT and Software
In the IT sector, email is a key tool for technical support, software updates, error notifications, and internal team communication. Its formal nature and ability to maintain communication history make email indispensable for documentation and the exchange of technical information. Outsourcing email support in IT enables companies to respond quickly to client inquiries, reduce the burden on in-house staff, and improve the efficiency of support services.
Banking & Finance
Contact centers for the banking and financial industries widely use email to communicate with customers. Through email, transactions can be confirmed, statements can be provided, service condition changes can be communicated, and personalized financial advice can be offered.
Tourism and Travel
In the tourism industry, email is used for hotel bookings, flight reservations, tour scheduling, confirmation of itineraries, travel-related information, and post-trip customer service. Outsourcing email support in tourism improves customer experience, boosts sales, and strengthens market positioning.
Healthcare
In the healthcare sector, email is used for appointment scheduling, confirmation of test results, providing medical advice, and organizing telemedicine consultations.
As you can see, despite the development of other communication channels, email continues to play an important role in many industries. Its advantages, such as formality, the ability to store information, and widespread accessibility across all age groups, make it an indispensable tool for business communication.
Advantages of Email Support Outsourcing by Global Bilgi
Outsourcing email processing to a contact center offers numerous advantages that can optimize business processes, enhance customer service quality, and reduce company costs. Why should you choose email support outsourcing with Global Bilgi?
Increased Efficiency in Handling Inquiries
Did you know that the average response time for emails in customer support services is around 12 hours? Can such email processing really be called efficient? The speed of response directly affects customer satisfaction and is linked to the Net Promoter Score (NPS) customer loyalty index.
Email support outsourcing with Global Bilgi allows you to significantly speed up the processing of customer inquiries. We have the technical infrastructure and software for email processing, train our support agents, and ensure quality control of service.
Cost Reduction
Outsourcing email support significantly reduces costs, as your company doesn’t need to invest in setting up an internal department, which includes hiring, training, and maintaining a team of agents. You save on workplace expenses, technical infrastructure, and related software since we already have all the established processes in place.
Moreover, the outsourcing model is flexible: you only pay for the actual volume of services. This helps avoid the costs of maintaining excess resources during low-demand periods while ensuring high efficiency during peak times.
Focus on Core Activities
Outsourcing routine email processing tasks to Global Bilgi experts allows you to focus on your core business processes.
Access to Expert Technologies
We have developed specialized software for email processing, MailQueue, which is part of our cloud platform for contact centers, Sirius. Among the main advantages of the software are:
Efficiency in Email Management
- An organized, intuitive system for viewing and managing incoming emails.
- Real-time updates that provide quick access to new messages.
Convenience in Viewing and Working with Emails
- Emails are displayed as threads (conversation chains) for better context understanding.
- Interactive interface with settings for quick access to the necessary information.
Advanced E-Mail Editing and Sending Capabilities
- A text editor with formatting support.
- Task automation through templates, with options for adding signatures and attachments.
Flexible Integration and Configuration
- Support for IMAP and API of popular email services.
- Customizable projects and easy account management.
- Integration with any CRM system for businesses.
MailQueue software significantly simplifies email processing for agents. To ensure quick and effective work, a convenient and intuitive dashboard is provided, enabling email traffic analysis, access to statistics, and flow management. Additionally, for efficient handling of large volumes of inquiries, MailQueue features:
- Automatic distribution of emails by status and priority.
- A text editor for responses with template options.
- View of message history to maintain context.
- Ability to open emails in new windows for multitasking.
- Easy status changes, adding comments and attachments.
- Email categorization (new, important) for quick navigation.
- Priority display of important emails in the top rows.
Guaranteed Service Quality
MailQueue provides extended performance analytics for each agent when it comes to email processing. Contact center managers and supervisors can track service quality and ensure the best possible interaction with clients in every case.
Personalized Email Support
Today, clients expect personalized service that addresses their individual needs, not generic responses. Our experts at Global Bilgi specialize in hyper-personalization within the contact center, which allows us to create unique responses for every inquiry. Through thorough analysis of requests and the use of advanced technologies, we ensure that clients feel heard and understood. This approach helps strengthen trust in your brand and increases customer satisfaction levels.
Scalability of Email Support and Global Coverage
Global Bilgi provides businesses with the ability to adapt flexibly to changes in the volume of customer inquiries via email. During high-demand periods, such as seasonal promotions or campaigns, we offer prompt deployment of additional resources to handle increased request volumes. Our team has experience in quickly scaling operations to maintain consistent service quality, regardless of workload.
For international companies, we offer multilingual email support, allowing effective communication with customers from different regions worldwide. Our agents are proficient in various languages and are mindful of cultural communication nuances, making us an indispensable partner for companies expanding their global presence.
Conclusions
At Global Bilgi, we offer a full range of email support outsourcing services, ensuring quick, high-quality, and personalized customer service. Our experience and automated solutions allow you to focus on the key aspects of your business, leaving the processing of inquiries to our expert agents.
In addition to email support outsourcing, we are ready to assist you with the implementation of other solutions. These include back-office outsourcing services, live chat support, technical support, social media management, and CRM database management. We also specialize in setting up a fully-fledged contact center tailored to the needs of your business.
Our mission is to provide you with the most convenient and effective customer support, reducing operational costs while improving customer service quality. We are always here to help you grow your business and maintain the trust of your clients.
