Best Email Marketing Software for Customer Support

We all know how helpful it is when a store employee helps you find the right aisle for the product you need. Instead of walking around the entire store, you can get the product in a few minutes. Online customer service is no different. An excellent support team can save you time and headaches.

Regarding email marketing software, the customer support team is a crucial part of the equation. Without a responsive and knowledgeable team, you might have trouble understanding and using the software, leading to a frustrating experience. Sure, you could explore the internet for advice and solutions, but what if you don't have the time or knowledge to do that?

That's why support is one of our determining factors when selecting the best email marketing software. We've evaluated all top providers' support, so you don't have to.

What Makes the Best Support for Email Marketing Software?

During our research, we looked at various attributes and assigned them a specific weight. The sum of the factors determines our support rating, allowing us to rank the providers. We also considered which software came with additional perks, like 24/7 support availability. That can be useful especially if you're running an international business.

We gathered our information through a mix of primary and secondary sources, including customer reviews, industry reports, and our own observations. The goal was to identify the providers with the best support, which led us to rank them based on the following:

Chat

Live chat support is the most powerful channel today, especially when available around the clock. It's a great way to get instant answers to your questions, as well as troubleshoot any complex issues you might have while using the software. Look for an icon to open an easy-to-use chat window and get responses within minutes. They often allow you to also share screenshots and other files to make communication more efficient.

In our evaluation, we made sure to rate a live chat only as such if a human person can be reached.

Phone

Phone support is a more personal approach than chat and can often provide you with the quickest response. It's best for urgent requests or complex situations that require comprehensive explanations. Unfortunately, it is quite rare to find support teams available 24/7 and phone numbers that are easy to find.

Wait times are a significant factor as well. If you're on hold for too long, it can make the entire experience frustrating and lead to wasted time.

Email

Email support is the most common form of customer service. It's suitable if you have general inquiries or need more detailed explanations. The downside is that it usually takes longer to respond, sometimes even days. That's why it's important to look for providers with a prompt response time and helpful customer service representatives.

Customer Reviews

Next, we collected customer reviews from existing customers of each software. A company may promise this and that, but if past customers didn't have a good experience, it might indicate something about the provider's support team.

It doesn't necessarily signal bad customer service, but with a large number of negative reviews or numerous complaints about long wait times and unhelpful personnel, it can certainly draw a picture that we want to include in our score.

Response Time

While you may have time to hang around the grocery store waiting for an employee to walk by, running a business means every second counts. If you have a problem with your email marketing software, you want a solution as soon as possible.

We measured each provider's response times by sending them various requests and noting how long it took them to get back to us.

Response Quality

Finally, a fast response means nothing if the quality isn't up to par. We looked at both email replies and chat conversation transcripts to determine how helpful the customer service was.

We judged customer service representatives by their knowledge and ability to understand the problem and provide adequate solutions promptly. The best support teams are experienced enough to anticipate potential issues and give prompt advice on how to solve them. They should also know their product inside and out, so they can answer any inquiries you may have.

Of course, they should remain cordial and polite at all times. After all, customer service is about creating a pleasant experience for your customers.

10 Best Email Marketing Software for Customer Support

How to Choose a Supportive Email Marketing Software for Your Needs

With this information, you'll be better equipped to choose the right email marketing software for your needs. Here are a few tips to help you make the right decision in terms of having great support by your side:

Make sure your preferred provider offers the support channels that you need, and in a language, you’re comfortable with. Test the support by checking their response time and helpfulness firsthand. Consider additional resources such as tutorials, knowledge bases, and webinars to help you make the most of your email marketing software.

Besides customer support, it's also best to choose a platform that offers all the features you need at a fair price. If you haven't already, be sure to check out our overall Best Picks for a holistic overview.