E-mail Answering Service

Elevate your customer experience with an outstanding 24/7/365 email answering service from SupportYourApp.

Support outsourcing
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Solutions

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Features

  • Taking care of it all — from simple messages to complicated customer services inquiries (T1-T3)
  • Providing extensive expertise in different fields — from tech to e-commerce
  • Ensuring the fastest pickup time
  • Implementing up-to-date hard- and software
  • Providing only highly-qualified, and sales-oriented teams
  • Providing the teams with pre-launch training
  • Developing and implementing knowledge base
  • Troubleshooting, debugging, testing
  • Conducting customer satisfaction surveys
  • Providing detailed QA reports regularly

250+ companies worldwide have already chosen SupportYourApp

Find Out Why
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Customer Support Outsourcing for G2A
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Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A

Why Choose SupportYourApp

Price may vary. Describe your needs, and we will calculate the pricing just for you.

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How much it costs? How it Works

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  • in 24 hours We will contact you and help you personalize your ideal plan
  • in 1 week Sign up for our service and confirm all the details
  • in 10 days Integration: FAQ, template development, system integration, etc.
  • in 1 month LAUNCH: 1st month prepayment and we go LIVE
  • after 2 months 1st month revision, prepayment for 2nd month. Your customers are happy and so are you!

From any Channel...

Your customers will be heard through any channel you choose...

  • Email
  • in-app
  • Chat
  • VoiP
  • Facebook
  • WhatsApp
  • Viber
  • iMessage
  • ...any channel

...to any Integration

...and we can integrate with all major CRM systems or add a new integration just for you.

  • Gsuite
  • Zendesk
  • Help Scout
  • Fast Spring
  • Live Agent
  • Intercom
  • Freshdesk
  • Kayako
  • Uservoice

Secure otusourcing services Ultimate Security

The level of attention to security is completely unheard of for the support industry. For example, we have obtained PCI DSS Level 1 Service Provider certification for our facilities. It ensures data safety for you and your customers.

Services Catalog

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Custom Software

For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QCRM - qustomer support ticket management system

QCRM™

Ticket management system that helps us manage huge teams and help them manage a huge workflow of emails.

Quidget – online chat widget for web

Quidget™

Live chat tool which may be incorporated directly onto the web page that delivers faster performance and helps our team interact with the customers.

Quidget – online chat widget for web

Qouston

Though it blends into other interfaces and is almost imperceptible, it still is a powerful and sophisticated instrument that supercharges every interaction with the power of AI.

QCRM – customer management system

Clients Reviews

What will the cost of service be for you? Request a call, and we will get back to you within minutes.

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We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.
Oliver Breidenbach from Boinx Software Ltd.

Oliver Breidenbach CEO and founder,
Boinx Software Ltd.,
boinx.com,
Germany.

Boinx Software Ltd. logo
With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.
Monica Perez from Sign Easy

Monica Perez Head of CS,
Sign Easy,
signeasy.com,
US.

Sign Easy logo
SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.
Kevin La Rue from Skylum, Inc.

Kevin La Rue Vice President,
Skylum, Inc.,
Skylum.com,
US.

Skylum, Inc. logo
SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.
Josh Brown from Softorino Inc.

Josh Brown CMO,
Softorino Inc.,
softorino.com,
US.

Softorino Inc. logo
Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.
Todd Penny from GoCodes

Todd Penny Founder,
GoCodes,
gocodes.com,
US.

GoCodes logo
The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.
Chris Devor from Macroplant, Inc.

Chris Devor CEO and founder,
Macroplant, Inc.,
macroplant.com,
US.

Macroplant, Inc. logo
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Email answering service — how does it work?

Email is the most popular way for customers to communicate with support teams. 54% of customers claim to have used email to reach a support consultant last year. Answering service to email is a core service for a business to have and is a core team to train as they communicate with more than a half of the customer base.

An email management service team needs to be fast and efficient — customers expect to see an answer from a support representative within an hour or less. Anything longer and customer satisfaction KPI drops. At the same time, maintaining a first response KPI for answering service email is much easier than for chat, where initial first response time is 45 seconds or less. 

Setting up an email response answering service team is not easy. It could be managed if the following steps are followed: 

24/7/365 response

54% of customers expect to see better customer service than they did a couple of years ago. 71% of customers expect to get an immediate response — for 60% of responders, immediate means 10 minutes or less. BPO answering service email teams must note that when fulfilling their KPI requirements. 

Create help desk tickets

Call and email answering service agents and virtual receptionists can also redirect all incoming emails and calls from customers and clients, and create help desk tickets. This could optimize the performance of the support team — even though they might not be involved in the email answering service, their flow will be interrupted by the need to respond to customers’ emails. 

Escalation of requests

Providing email answering service, dealing with easy to moderate customer inquiries, and following callers via email are the direct responsibilities of the support teams. Sometimes, though, escalation is required. It is necessary if: 

  • The support consultant doesn't have the necessary information to help out a customer
  • The support consultants lack soft- and hardware to resolve the issue
  • The issue must be addressed by someone in a superior position
  • The issue must be addressed by the development team

Correct and streamlined escalation procedures will ensure there are no interruptions and the customers do not have to wait for a resolution for a long time.

Complete omnichannel approach 

47% of users in the US say they connect with the support teams in 5 different ways. 73% say they use different channels to make their purchases. It is in every brand’s interests to provide multi-, or better yet, omnichannel customer support. Email answering service will help any business be closer to an omnichannel approach and provide the customers with convenience they need when talking to the support representatives.

Introducing an email answering service solution to answer customers’ inquiries and email marketing campaigns and even to set appointments is one of the best ways to connect with your customers. 

Another way of customer service: answering emails and KPIs

SupportYourApp’s team now consists of 800 professionals who are 100% dedicated to providing the best services, including email answering service. In order for our team to provide the best services to our client’s customers. 

To ensure the best and most reasonable email answering service, we at SupportYourApp have established and have been maintaining tough and strict KPIs. Surely, there are clients who prefer setting first response KPIs themselves. In this case, we abide by the client’s rules and provide their customers with email answering services in accordance with them. 

Moreover, no matter what first response time KPIs are prescribed to us — 1 hour, 4 hours or 24 hours, our team not only maintains them, but also does everything to provide the customers with the fastest possible answers. 

The average email first response time for the teams of SupportYourApp is 15-30 minutes. We make sure every customer gets the information they need and their issues are resolved as fast as possible. 

This way we ensure 95% customer satisfaction KPI no matter what project, product or a service we provide email answering services for. 

Benefits of an email answering service team

  • What are the best features of customer service? Answering email inquiries is one of the things that can make or break a business’ reputation. And paying attention to this particular type of service is pivotal. Aside from reputation forming, there are other perks an email answering service can bring to the table.

  • Constant availability

    Customers are 20-25% more likely to make a purchase from a business that has a knowledgeable and approachable customer support team. The level of competence doesn’t matter when reaching out to an email answering service team is impossible due to their scheduling, workload, and the amount of the professionals. 

    A well-equipped and knowledgeable answering services team will make sure the customers can not only always reach the team, but also get the answers they need at any time. 

  • Effective lead generation

    B2B email answering is as important as in the B2C world. B2B requires the same high quality of answering service. Email is the primary way of communication — 86% of businesses prefer using emails to set up calls, meetings and discussions. Having a sales team that can successfully leverage email campaigns and provide potential clients with answers they need almost right away will make a difference in retention and sales level. 

  • Customer engagement

    78% of customers prefer dealing with businesses that provide omnichannel engagement. Email answering service is another way to make sure an entire customer base is engaged properly and correctly. Aside from email answering service, there are several ways to engage your customer base: 

    • Proactively ask for customer feedback
    • Personalize the customer experience
    • Make sure to keep your customers updated on all customer journey changes
    • Make everything simple and understandable

    Email answering service is one of many ways to engage your customer base and provide an omnichannel engagement. 

  • Convenience for everyone

    83% of customers prefer email when communicating with businesses. Email answering service teams is convenient for everyone — customers and customer support teams. Customers can attach any issue-related documents and files, and an email answering service team gets the information needed to resolve it. This makes the resolution easier and elevates the customer satisfaction. 

FAQ

To get the fastest answer for any question simply contact us and ask anything.

Ask Us A Question
What is an email answering service?
An email answering service team answers all customers’ questions they receive via email and makes sure there is no backlog of these questions.
Does my business need an email answering service?
If your business’ primary source of communication is email, then it does need an email answering service team.
How much does an email answering service team cost?
The price of an email answering services team depends on the number of people on the team, hours of coverage and languages spoken. If you want to find out more about SupportYourApp pricing, message us at [email protected].
Are there perks to an email answering service team?
There are numerous perks to an email answering service team — there is no backlog, all customers get their answers quickly, and all customers’ tickets are resolved on time.
Will email answering services increase my business profits?
Emails are customers’ preferred method of communication with businesses, which means having an email answering service team is beneficial to them. As a result, retention will become easier and profits will surely grow.

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