Why support via email is the best choice

Today's customer service: fast, precise and flexible

We live in a world in which communication is faster than ever before. Customers expect their concerns to be taken seriously and resolved as quickly as possible. At the same time, companies are required to utilise resources efficiently and still offer excellent service. There are many channels for this - from telephone hotlines and live chats to social media. But amidst this diversity, one classic remains unbeatable: email.

Why? Because it offers both sides maximum flexibility - for customers and companies alike.

Asynchronous communication: flexibility for everyone

One of the biggest advantages of email is asynchronous communication. What does that mean? Customers can formulate and send their requests whenever it suits them - be it early in the morning, during their lunch break or in the middle of the night. And you? You can process enquiries when you have time. No one is forced to respond "live", as is the case with telephone or chat.

Asynchronous means:

• Customers save time: They don't have to wait on hold or wait for a chat response.
• You save resources: Your support staff can prioritise and process requests without being constantly interrupted.

Documentation made easy

Another advantage of email is that it is inherently documented. Every enquiry, every reply - everything is recorded in writing. This is not only practical for avoiding misunderstandings, but also valuable for long-term improvements:

• Customer history at a glance: You can see what a customer is talking about at any time.
• Analysis and optimisation: You can identify common questions and problems and learn from them to improve your service.

With a good email management system, documentation becomes child's play.

Why email is better than other channels

You may be wondering why email is better than the telephone or live chat, for example. Here are some points of comparison:

1. Phone: Direct, but time-consuming

A phone call is personal, no question about it. But it takes a lot of time - on both sides. Customers often have to wait in a queue and your employees can only deal with one enquiry at a time.

2. Live chat: fast but stressful

Live chat looks modern and is indeed fast. But this speed can also be stressful. Customers expect immediate answers, and your support staff often have to manage several chats at the same time.

3. Social media: Visible, but limited

Social media support is public and therefore particularly well suited to showing quick help. However, it is hardly suitable for complex or sensitive issues. In addition, the platforms often make it difficult to provide a clear overview.

Email is the ideal middle ground: flexible, efficient and suitable for all concerns.

How to provide good email support

It is important that you pay attention to both the customer side and your own side. You want your customers to be happy, but you also want to be happy while you're providing support. If you don't enjoy working through emails, they will be left lying around and customers won't get a reply. That's very bad. So pay attention to both sides:

On the customer side

1. Replying promptly: Your customers should receive a reply within three days at most. Even better is a response within 24 hours on normal working days. If you can offer this interval, you will create trust and your customers will be very happy about it.
2. Email address and contact form: Offer both, this is the classic way to get in touch.
3. Reply personally: Standard responses and long automated emails are not well received. Make sure you respond individually and personally.

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On the supporter side

1. Use a professional support tool: A good system helps you to prioritise and process incoming enquiries quickly.
2. Grouping by sender: A view that groups emails by sender makes it easier to get an overview - just like a messenger.
3. FAQs: Use an upstream FAQ section: customers first search for answers to their questions there before they bother to write to you. This saves time for both sides.

Streusel.io: Your partner for efficient customer service

With Streusel.io, you get everything you need for professional email support.

• Your own email address: Start with a professional address that builds trust.
• Contact form: The classic way to get in touch, including prioritisation by the customer as to how important their request is.
• Grouped view: Emails are bundled by sender, as you know it from messengers. This means you always have an overview.
• Efficient processing: The aim of Streusel is to empty your support inbox. You'll find it fun to process requests.
• Modern, fast interface: The Streusel app is very clear and easy to use.
• Integration with newsletter: Your inbox is linked to your Streusel newsletter.

With Streusel.io, you can not only improve your customer service, but also save valuable time. Try it out and see for yourself how relaxed email support can be.