Is it Time to Bid Farewell to the Email Customer Service Channel?


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Rapid technological advancement and shifting consumer preferences have marked the last five years. Businesses now find themselves at a crossroads in the realm of customer service. Email has long stood as a stalwart among various communication channels, offering a reliable medium for customer-company interactions. However, the emergence of chat and generative AI innovations promises a seismic impact on the email customer service channel. As businesses strive for more efficient and personalized interactions, integrating chat and generative AI into customer service strategies is poised to redefine how companies engage with their customers. With this in mind, is it time to retire email as an alternative channel?

In this article, we delve into the implications, benefits, and potential challenges of this paradigm shift, examining the evolving role of email during this customer service renaissance.

8 Reasons to Keep Email in Your Customer Service Channel Mix

  1. Accessibility and Convenience: Email is a widely understood and used communication channel. With over 4 billion email users worldwide as of 2021, according to Statista, it’s a convenient and accessible channel for customers of all demographics and tech-savviness levels.
  2. Staffing Flexibility: Email responses can be responded to during off-peak times, providing greater staffing flexibility and the option for a blended voice/email workforce.
  3. Thorough and Thoughtful Responses: One of the key benefits of email customer service is the ability to provide detailed and well-thought-out responses. There are no calls in the queue or chat requests lined up. Agents have the time to carefully consider and construct responses and draw liberally from templated responses, ensuring that customers receive accurate and complete information. This can lead to higher customer satisfaction and reduced instances of miscommunication.
  4. Documented Communication: Email communication provides a more formal paper communication trail (unlike chat which tends to be informal). This can be invaluable for both the customer and the business in case any disputes or issues arise. It allows for easy reference and reduces the likelihood of misunderstandings or misinterpretations.
  5. Privacy and Security: Some customers may prefer discussing sensitive or confidential matters via email due to its private nature. This can instill a sense of trust and security, especially for inquiries related to financial transactions or personal information.
  6. Global Reach Across Different Time Zones: Email transcends time zones and geographical boundaries. Customers worldwide can send inquiries anytime, allowing businesses to offer support 24/7, even when chat agents are offline.
  7. Transitioning Complex Cases: Some customer issues may require a level of detail or complexity best suited for email. It allows customers to outline their concerns thoroughly, which can be instrumental in resolving intricate problems effectively.
  8. Customer Choice and Flexibility: Providing multiple communication channels, including email, demonstrates a commitment to customer-centricity. It empowers customers to choose the channel that best suits their needs and preferences, enhancing overall satisfaction.

Things to consider when deciding if it’s time to let email go

  1. Delayed Responses: Email allows for thoughtful responses but can also lead to longer response times. In a world accustomed to real-time interactions, waiting for an email reply may be less convenient than chat channels. Swift responses mitigate customer frustration, upholding their confidence in the brand. That is why it is vital to staff the email channel as you would the voice channel. The key is to align responsiveness with customer expectations. According to a study by SuperOffice, the average response time for customer service emails across industries was 12 hours and 10 minutes. Many customers, especially those in competitive markets or for urgent matters, expect an immediate or same-day response. While expectations vary by industry and circumstance, if customers don’t receive a response in a timely manner (e.g., within 4 hours or less), they will likely reach out a second time through another channel – duplicating the cost and effort.
  2. Risk of Emails Going Unanswered: If not managed and appropriately staffed, emails can pile up, leading to overwhelmed customer service teams and emails inadvertently slipping through the cracks. Unanswered emails can result in lost opportunities, dissatisfied customers, potential reputational damage, and a duplication of cost.
  3. Potential for Miscommunication: Without the immediate back-and-forth of a conversation, there’s a higher potential for misinterpretation. Sarcasm, tone, and urgency can be challenging to convey effectively through text, potentially leading to misunderstandings.

The Rise of Generative AI: A Game-Changer for Chat

Chat has emerged as a dynamic force in customer service, promising real-time engagement and immediate issue resolution. Unlike email, which operates at a more deliberate pace, chat fosters seamless and instant interactions. Customers appreciate the immediacy, and businesses benefit from the ability to address queries in real time, enhancing customer satisfaction and building brand loyalty. 

With chat’s real-time capabilities, customers now expect prompt, if not immediate, responses to their inquiries. This shift in expectations places pressure on the traditional email channel, where response times may lag in comparison. Businesses must now reevaluate their email response strategies to remain competitive in this evolving landscape.

Generative AI, powered by advanced machine learning algorithms, adds a layer of personalization that email often struggles to achieve. By leveraging data analytics and user behavior, generative AI-driven chatbots can tailor responses to individual preferences and provide contextual information. This level of personalization fosters a deeper connection with customers, enhancing their overall experience.

Chat and generative AI allow for efficient multitasking by customer service agents. Unlike email, where responses are crafted and sent individually, chatbots can manage multiple conversations simultaneously. This optimizes agent time and leads to faster issue resolution and improved customer satisfaction.

While the benefits are clear, the integration of chat and generative AI is not without its challenges. Businesses must invest in robust training and monitoring protocols to ensure that chatbots provide accurate and empathetic responses. Over-reliance on AI without human oversight can lead to miscommunications and customer frustration.

Balancing Channels for Optimal Results

The emergence of chat and generative AI does not signal the end of email in customer service. Instead, it necessitates a strategic approach to channel management. Businesses must consider each channel’s unique strengths and deploy them complementary to address diverse customer needs and preferences.

While email remains a linchpin in most organization’s customer service strategy given its accessibility, depth, and documentation prowess, businesses must be diligent in their response times to ensure a seamless customer experience. By harmoniously blending email with real-time channels like chat, customer service organizations can orchestrate a customer experience that caters to diverse preferences and needs.

That being said, if you cannot staff multiple channels to meet customer response expectations, it is time to rethink your channel strategy. If your customer service team is bogged down with emails and unable to deliver a positive email experience as a result, customers may be better served by adding email resources to the chat queue and eliminating the possibility of emails going unanswered.

Looking Ahead: The Future of Customer Service

As chat and generative AI mature, their impact on customer service channels, particularly email, will be profound. Businesses that embrace these technologies and adapt their strategies over time will be in a much better position to differentiate their customer service delivery. The key lies in balancing traditional and cutting-edge channels, ensuring customer interactions remain at the heart of every endeavor. In this era of technological renaissance, the evolution of customer service is not just a possibility but an imperative for success.

Sharon Oatway
Sharon Oatway is a Customer Service, Sales and Marketing professional with more than three decades of hands-on experience elevating the overall customer experience along with multi-channel contact center performance.As President & Chief Experience Officer of VereQuest, Sharon and her team have listened to/read and analyzed several million customer interactions for some of North America’s leading brands.As a result, Sharon is a recognized thought-leader in what it takes to build and sustain great customer experiences.


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