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.

Email Support Agents take customer concerns and respond with straight to the point and concise emails. They are tasked to handle multiple inquiries and provide correct answers or appropriate resolutions. They are customer service pros equipped with extreme multitasking skills who can work on composing emails while assessing the situation of the customer giving proper consideration to their level of understanding, technical capabilities, and urgency of the matter. Email support agents are usually the ones taking in the email even beyond office hours just to make sure all queries are settled for the day with professionalism and correct information to help customers.