Email Support

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Email Support

Definition

Email Support is an asynchronous communication channel (where the customer and the teammate do not both need to be present at the same time to engage in a conversation) to resolve ad hoc customer questions, challenges and concerns relating to a product or service.

Email Support is one of the most frequently utilized and is considered a mission-critical service offering. Many view it as more convenient than phone support, although not as timely. One of the major benefits of Email Support is the ongoing thread of communication, so the same teammate is not required to answer multiple email communications. This provides optimal agency efficiency.

At TaskUs, our average resolution time for Email Support in 1-4 minutes and we answer over 4 million emails a month.