Email has been a contact method option for several decades now. The ability to send an email is quite appealing to those who prefer not to call customer service. There are some benefits to email contact, such as having an actual record of communication. There are also some drawbacks, such as misunderstandings and longer response times. Understanding how and when to opt for email contact is important if you want to have your question or problem addressed in a timely manner.
First and foremost, do not select email as your chosen contact method when you need or want a fast response. It is not uncommon for the wait time for a response to be 24-hours, or even days, depending on who you are contacting. Think of it like a fast food restaurant. The customers who are in the drive-thru have often made that choice because they do not have time to spare to come inside, sit down, and eat. Those who have come inside to eat, have set aside time to sit down and have a meal. Who gets faster service? The drive-thru customers.
Since response times can be extensive, the goal should be to have the question or request handled in one email. If you are submitting an email via a website, be sure to complete the information form completely. Provide any and all information about the problem or the question that you have. There really is no such thing as too much information when it comes to email contact. Whenever necessary, provided specific information such as order or product numbers, or an account number when account help is needed.
Part of the frustration with multiple emails is that your request may be passed around to different staff members. When this happens, it increases the chance of your matter falling through the cracks. Save any back-and-forth emails, as you may need to refer to them at a later time. Be sure to save any pertinent numbers, such as tracking numbers for shipments, return authorization numbers, reference or ticket numbers, etc. Once the question or issue has been completely resolved, you can then delete them.
Email can certainly be viewed as a valid way to get answers. It may not be the fastest choice, but most companies do have staff members that are dedicated to providing email support. To speed up the process, be sure to provide as much information as possible in the initial email. When you do this, the chances are great that the question or problem can be resolved the first time, without the need for any follow-up emails. If the email contact process proves too frustrating, call the customer service department and speak directly with a representative.