Providing support to customers via email is very common. The benefits over phone support are pretty obvious: you can generally support a lot more customers per working hour via email than phone calls. For people with smaller businesses or bootstrappers it’s probably the only option because you’re simply unable to keep regular phone hours.
However there are a number of problems that come up when providing support via email. A lot of customers prefer a phone call to email, and prospective clients may feel hesitant to do business with a company that only provides email support.
We’ll try to cover a lot of these issues and what can be done to mitigate or lower the impact of them. Providing excellent customer service is definitely possible to do through email, and we’ll discuss why email support done correctly is actually a win-win for customers and companies alike.
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