Email Support Service
Handle customer queries reliably and at scale. WeSage BPM provides SLA‑driven email support, ticket management, CRM integrations and brand‑aligned responses — perfect for teams that need consistency, auditability and predictable SLAs.
Ticket Triaging
SLA Management
CRM Integration
Why Email Support Matters
Email is ideal for detailed and well-documented communication, making it perfect for complex or non-urgent requests. It offers a reliable audit trail that ensures transparency and easy reference. Attachments can be added to provide clarity and supporting information whenever needed. Follow-ups and escalations stay organized since everything remains in one place. And with its asynchronous nature, teams can collaborate effectively across different time zones, making email a dependable and professional communication channel.
Asynchronous efficiency
Audit trail
Scalable & predictable
Our Email Support Capabilities
Ticket Handling & Resolution
Respond to product queries, refunds, account changes, billing and more using brand‑approved templates.
Automated Routing
Keyword and priority‑based routing to specialists or escalation paths.
SLA Driven Workflows
CRM & Ticketing Integration
Multi‑language Support
Analytics & Reporting
How Onboarding Works
1. Discovery & Rulebook
We capture templates, SLAs, escalation rules and your current ticketing flows to build an operational playbook.
2. Training & Knowledge Base
Agents are trained on your product, tone, response templates and edge cases. We also build a searchable KB to speed replies.
3. Live Service & QA
We launch with monitoring, quality audits, sample calibrations and weekly performance reviews.
ROI Checklist
- Lower ticket backlog and faster SLA compliance
- Better dispute resolution and auditability
- Reduced full‑time hiring cost for peak volumes
- Consistent customer experience and higher retention
Security & Data Handling
- Encrypted email storage and secure access controls.
- Role‑based permissions and audit logs for agent activity.
- Data retention and deletion policies configurable per customer.
- Agent NDAs, background checks and secure remote working measures.
Frequently Asked Questions
Yes — we integrate with most major ticketing and CRM platforms. We’ll map fields, tags, and workflows during onboarding.
Through templates, QA audits, peer review, sample calibration and regular feedback loops with your team.
Yes — encrypted storage, RBAC, audit logs and configurable retention policies ensure secure data handling.