{"id":5946,"date":"2021-05-18T10:20:00","date_gmt":"2021-05-18T08:20:00","guid":{"rendered":"https:\/\/usersnap.com\/?p=5946"},"modified":"2025-04-15T21:11:04","modified_gmt":"2025-04-15T19:11:04","slug":"customer-support-email","status":"publish","type":"post","link":"https:\/\/usersnap.com\/blog\/customer-support-email\/","title":{"rendered":"Is Customer Support Email the best channel to customer success?"},"content":{"rendered":"\n

A lot has been written on how companies can grow their business through customer success. The terms \u201ccustomer success<\/em>\u201d or \u201ccustomer experience<\/em>\u201d seem to be the new buzzwords in the growth-driven tech world. These discussions are great, and we at Usersnap believe that customer support email and customer success are important factors when it comes to business success.<\/p>\n\n\n\n

However, I do believe that some basic and core questions remain unanswered. And one of these questions is this:<\/p>\n\n\n\n

Is email still the best customer support channel?<\/strong>
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Amazing customer support through email?<\/h2>\n\n\n\n

A while ago, I started interviewing other SaaS companies on how they deal with customer requests and how they\u2019ve set up their customer support and – success workflows internally.<\/p>\n\n\n

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\"email<\/a>
I was a bit astonished to see emails rank at the number one spot when it comes to providing customer support.<\/span><\/figcaption><\/figure>\n<\/div>\n\n\n

Do I think that amazing customer support can be provided through email? Yes, I do.<\/p>\n\n\n

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\"Product<\/figure>\n<\/div>\n\n

Try Usersnap for Customer Success<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

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Do I believe there are better alternatives to email available for providing better, yet efficient customer support? Yes – to some extent. There are also some security considerations regarding your domain to always keep in mind.<\/p>\n\n\n\n

The best way to secure your email domain<\/a> is to use email authentication protocols<\/a> (DMARC, DKIM, and SPF) that are used to authenticate messages sent from a corporate domain.<\/p>\n\n\n\n

They help prevent phishing, email spoofing, and other cyber threats. All you need to do is to track the DMARC report<\/a> on regular basis and secure your domain from unwanted threats. In simple terms, the sending and receiving mail servers talk to each other and double-check protocols in the DNS.<\/p>\n\n\n\n

Besides security, enhanced brand trust and improved deliverability rates<\/a> are major advantages of email authentication protocols.<\/p>\n\n\n\n

The basics \ud83d\ude42<\/h2>\n\n\n\n

First of all, let\u2019s create some mutual understanding of customer support. Customer support is more than just providing answers through email communication. One can even enhance customer support email strategy with the power of email tracking<\/a>.<\/p>\n\n\n\n

The definition of customer support by Wikipedia is plain and simple.<\/p>\n\n\n\n

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\u201cA customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.\u201d
(source: Wikipedia<\/a>)<\/p>\n<\/blockquote>\n\n\n\n

As you can see in this definition, customer support isn\u2019t linked with any particular communication channel. Support can happen in various stages and channels.<\/p>\n\n\n\n

Overall, I believe giving your customers the best support when they contact you is a key to happier customers and more successful businesses.<\/p>\n\n\n\n

Amazing customer support is simply no longer a nice-to-have.<\/a><\/p>\n\n\n\n