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Email support is a great way to make sure customers are kept aware of how their issue will be resolved and that they are being looked after. Email support is a good mode of communication (where the customer and the technician both are not physically present at the same place). Email support is considered to be a very critical service offering. It is often considered more convenient than phone support, although not as timely. Thus, email gets picked up by someone else if the person is on vacation or does not have time for email during the busy season. This mode of communication offers customers an easy way to contact team members at any time and receive feedback about their issues from multiple people.
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