Email has gone from being a way to reconnect with old pals to a way for addressing customer concern. Nowadays, the email support job description ranges from answering simple questions like shipping dates and payment methods to mitigating customer dissatisfaction, and conveniently so.

It's understandable then why customer support via email is the method of choice for a lot of businesses today. This is applicable especially to businesses with international transactions. No matter what stage your business is in, email is a great way to stay in touch with customers. It's also an effective way to reach potential customers, as well. It's also important to note, however, that it's not all positives.

The Good


Undeniably, one of the best things about using email as a way of keeping in touch with customers (and potential customers) is that no matter how close or far they are from you, it will cost you the same thing (given that you have your own web service for your business) to send them an email.

This is especially useful for businesses who primarily deal with foreign customers or customers from a different region. Since they won't be using cellular services similar to yours, email support is an efficient way to communicate with your customers.


Aside from being efficient for the customer, it's efficient for the handler, too. Support staff won't be bombarded by 10 calls or five customers at once. This makes it easier for them to address concerns the best they can.

More importantly, since messages are stored in an inbox and can be marked as read or unread, it makes it easier to ensure that all concerns / inquiries / comments are attended to.

Recorded Interaction

Speaking of inboxes, the fact that messages are archived means it will be easier for you to check back on messages later on for reference.

This may come in especially handy if you're dealing with particularly picky clients. It will be easier for you to note what specifics they want done or what they're not happy about.

The Not-so-good

Technical Issues

Since you're dealing with an internet-dependent platform, you're bound to encounter one of the most annoying things on the web – internet viruses.

Whether it came from the sender or you're the one spreading it, it makes the communication process difficult.

Another platform-related issue you may encounter are spam emails. With you constantly sending out and receiving emails, you may end up encountering spam mail often and your anti-spam software may get overwhelmed. This does not harm your system as heavily as viruses do, but it sure does not make communicating any easier.


Mistakes are inevitable in communication, and with email, it's easier to spot. If you send an email to the wrong person, for example, or make a grammatical error, it's not as ignorable as, say, making a mistake on the phone.

While there are downsides present, they're evidently outweighed by the benefits. More importantly, the downsides can be easily mitigated with a few measures and patience on the part of your staff. To make sure proper utilization of an email support job as a means of customer support is attained and downsides are attended to, it's a good idea to relay your email support needs to a reliable agency. By incorporating effective email support to your marketing strategy, building a good relationship with your customer will be more possible.