After writing about things to consider if your company is using email-only support, we decided that there is more to it than good old fashioned customer service. Support provided by email is a tactical approach allowing small teams to handle a much larger volume of tickets. If done correctly, your team will easily surpass the typical intake of the average phone-only help desk.
Given the above, email support can be very effective and much easier process for the customer. Customers can bypass the use of long forms full of mandatory fields and stay confined in the safety of their inbox. Using a competent incident management tool your team will be able to offer a simplified support option for your customers, adding to your already robust forms of communication.
Automatic Ticket Creation and Updates
Customized Email Templates