Email Customer Care Outsourcing

Email customer care outsourcing is a great solution if you are facing a growing pile of service requests or the expanding cost of an in-house team. Email has become the largest customer service channel for many industries; thus, email support is an essential component of the modern customer service solution. The CMI Group’s email customer care program delivers cost savings, faster response times, and alleviates administrative burden while promoting a delightful customer experience that drives business growth. CMI’s exceptional team, advanced technology, and tiered support structure provide a seamless, personalized, and efficient service. We offer onshore, nearshore, and offshore options, multilingual support, and scalable solutions, making us the ideal partner for businesses of all sizes. Unlock the power of exceptional email customer care with our comprehensive, customizable, and efficient solutions tailored to your unique business needs.

Is It Time to Outsource?

It might be time to consider outsourcing your customer email volume if you notice the following:

  • You have a backlog of emails that keeps growing
  • The customer service team is consistently working overtime
  • A surge (or anticipated surge) in interest for your product or service

By entrusting your email support to a reliable partner, you can unlock a wealth of benefits that will enhance your overall customer experience and support your business growth. Benefits such as:

Cost Savings

By outsourcing your email customer care, you'll save time, money, and headache. Plus, our affordable pricing models make it easy for you to invest in a service that delivers exceptional results without breaking the bank

Faster Response Times

Speed and accuracy are critical when it comes to customer care. Outsourcing ensures that your customers receive swift and proper responses to their inquiries. Say goodbye to long wait times and hello to prompt, effective assistance.

Less Headache

Outsourcing email customer care greatly alleviates administrative burden, allowing you to focus on your core competencies and growth. By entrusting your email customer care to a dedicated team of professionals, you can avoid the time-consuming process of hiring, training, and managing in-house staff. Additionally, an outsourced customer care team is designed to adapt to fluctuating volumes of customer inquiries, ensuring consistent service quality even during peak periods. This flexibility eliminates the need for constant workforce adjustments and reallocates valuable resources to other aspects of your business.

Email Customer Care Outsourcing Benefits
Email Customer Care Outsourcing Benefits

Why Choose The CMI Group?

The CMI Group delivers a human-first, technology-forward email care solution that helps the modern customer service organization navigate the digital age. CMI sets itself apart from other BPO and contact center providers in our 100% employee-owned structure which attracts and holds the best customer service talent in the industry. Leveraging cutting-edge technology, we enable you to not only rapidly scale your support capabilities, but also enhance the speed and accuracy of responses. CMI’s customer care outsourcing program fosters a seamless and delightful customer experience, fortifying brand loyalty and driving business growth.

CMI's Email Expertise
CMI's Email Expertise

CMI’S Competitive Edge: Our People

Our extraordinary success in email customer care can be attributed to our exceptional team of agent-owners. As part of CMI's Employee Stock Ownership Plan (ESOP), our agents have a direct stake in the company's financial growth as they tenure with the organization. This unique link to CMI's success, coupled with performance incentives, fosters a strong sense of pride in our services and motivates our agents to constantly pursue excellence in every customer interaction.

Our team of empathetic expert communicators is trained to resolve issues quickly while demonstrating empathy, understanding, and professionalism. By partnering with us, you invest in genuine and meaningful interactions that make your customers feel heard, valued, and loyal to your brand.

A Technology Leader

CMI deploys a best-in-class email support system to deliver consistent high-quality email support, as detailed below.

CRM Expertise

Our expertise in various CRM tools enables seamless integration with your existing infrastructure and the provision of customized solutions for enhanced efficiency. We can work with the systems below and are ready to tackle new ones too!

  • Zendesk
  • Salesforce
  • HubSpot
  • Infor
  • Freshdesk
  • HelpDesk
Intelligent Email Routing

Leveraging intelligent email routing, our system ensures that inbound messages are directed to the most suitable agents based on their skill sets. This sophisticated routing logic can also be configured to connect customers with familiar representatives they have previously interacted with, fostering a sense of trust and continuity. Our email queue management accommodates a mix of universal, team-based, and personal queues, allowing for seamless conversations and a more efficient customer service experience. By utilizing these advanced routing techniques, we aim to create meaningful connections and streamline communication between our agents and your valued customers.

Resource and Content Libraries

We create a library of predefined messaging consistent with your brand. The user-friendly predefined content can be intuitively selected by the agent to respond to common inquiries. For more complicated interactions agents are supported by client-specific resource libraries that are directly integrated into the omnichannel platform. The predefined content and library materials can be adjusted to meet the changing conditions and policies of your business.

Cross-Channel Interaction History and Personalization

The email platform is connected to our unified customer database. The platform stores and attaches all conversations, regardless of the channel of origin (email, phone, live chat, and SMS), to the customer profile. This cross-channel interaction history makes it possible for agents to provide accurate personalized responses and seamlessly escalate interactions. The centralized dashboard provides insight on not just email, but the entire consumer journey. The unified customer database also tracks customer channel preferences, allowing them to designate the most appropriate method of communication.

Multi-channel Access and Blended Resource Pools

Our agents' desktops can be configured to receive only email messages or be blended to receive both voice and other digital interactions. This flexibility allows agents to seamlessly follow up on calls with personalized emails, whether it be for identity verification, confirmation of customer actions, or other essential communication. Moreover, our email agents can also be permitted to engage in phone calls with customers, ensuring a swift resolution to any issues that may arise. This level of versatility delivers exceptional customer service through multiple channels, adapting to the ever-changing needs of your business.


Leveraging the power of our cutting-edge data analytics tools, we dive deep into your customer interactions to uncover invaluable insights that can propel your business forward. Our expertise enables you to refine your customer care strategy and bolster your brand reputation, based on the data-driven recommendations we provide. Our real-time reporting dashboards grant you comprehensive visibility into your customer care operations, empowering you to oversee crucial metrics such as inbox performance, agent response times, and overall queue management. With this data at your fingertips, you can make informed decisions and continually enhance the customer experience.

Security and Confidentiality

Protecting your customer data is our top priority. Our robust security protocols and strict adherence to data privacy regulations ensure that your customer information remains secure, confidential, and in compliance with industry standards.

Scalable Solutions for Every Business

Whether you're a start-up or an established business, our email customer care outsourcing services are designed to adapt to your unique needs. With flexible pricing plans and scalable solutions, you can trust us to grow alongside your business and provide unparalleled support at every stage.

Tiered Structure

Our tiered email support system is designed to deliver a highly efficient and effective customer service experience. By organizing support into multiple tiers, we ensure that each customer inquiry is handled by the most appropriate agent or team with the requisite expertise. The first tier focuses on addressing common questions and straightforward concerns, enabling rapid resolution of routine issues. For more complex inquiries, higher-tier support specialists with advanced knowledge and skills step in to provide in-depth assistance. This tiered approach not only streamlines the support process but also ensures that each customer receives personalized and targeted assistance. The result is a highly responsive and adaptable email support system that fosters customer satisfaction and promotes brand loyalty.

Global Flexibility

Our onshore, nearshore, and offshore options provide you with a custom-fit, cost-effective solution for your email customer care needs. By offering a diverse selection of service locations, we can deliver the perfect blend of cultural compatibility, language proficiency, and time zone coverage to meet your unique requirements. Our onshore services ensure a deep understanding of local market nuances and seamless communication, while our nearshore and offshore options provide the added advantage of cost savings without compromising on quality. By choosing The CMI Group, you are investing in a flexible, customizable, and efficient customer care solution that aligns with your brand values and business goals, enabling you to deliver an exceptional customer experience on a global scale.

Multilingual Support

The CMI Group understands the importance of catering to a diverse and global customer base, which is why our multilingual capabilities set us apart in the email customer care space. By offering support in a customer’s native language we ensure that your customers feel valued and understood, regardless of their linguistic background. Our native-speaking agents are not only proficient in various languages but are also culturally competent, enabling them to address customer concerns with empathy and professionalism. By choosing The CMI Group for your email customer care outsourcing, you invest in a truly inclusive support system that fosters customer satisfaction, brand loyalty, and a seamless communication experience for your diverse audience.

Unlock the Power of Exceptional Email Customer Care Today!

Transform your customer relationships and elevate your brand with our state-of-the-art email customer care outsourcing solutions in a few simple steps:

Email Support Implementation
Email Support Implementation

1. Alignment - Understanding Your Business

    At The CMI Group, we take the time to thoroughly understand your unique business and tailor our solution accordingly. Our customer care pros will closely collaborate with you to identify your specific requirements, goals, and challenges. This comprehensive understanding allows us to design a customized program that is perfectly aligned with your objectives.

    2. Training Development

    CMI’s training department will work closely with you to ensure that your new outsourced email care team is well-versed in product/service knowledge, systems, brand guidelines, and procedures. If you don't have existing training materials, CMI’s expert trainers can assist you in developing a comprehensive curriculum. Once complete, our learning management system delivers a personalized curriculum that includes self-paced modules, trainer-led lessons, and exams.

    3. Resource Assignment

    Our HR and recruitment teams are robust. Each center has multiple recruiters who maintain and screen a continuous pipeline of potential candidates. One of CMI’s differentiators is the quality and experience of our agents. Typically, we seed each new program with several experienced agents from a similar program. For the rest of the team, we hire seasoned professionals with customer service experience that are a culture fit for your brand.

    4. Operation - Steady-state Transition

    You are up and running, but that’s not where it stops! Our motto, "Relationships Matter," reflects our unwavering commitment to nurturing enduring partnerships with our clients. Our sustained growth is a testament to our dedication to fostering ease of business and collaboration with those we serve.

    Your Internal Advocate

    The CMI Group is dedicated to building a collaborative partnership by assigning a program manager as your primary point of contact going forward. This expert will act as your business's voice within our organization, knowing your unique needs, goals, and brand values. By working closely with you, they'll oversee your tailored email care strategy, ensuring seamless communication and coordination between both teams. With constant communication via Slack or email and frequent meetings, our program manager will provide valuable insights, reports, and updates to ensure your email customer care strategy thrives.

    Ready to Start?

    Are you tired of struggling to handle the ever-increasing influx of customer emails? Are you seeking a way to ensure that your customers receive the attention they deserve while you focus on growing your business? Look no further. Our email customer care outsourcing service is here to revolutionize the way you interact with your valued customers. Contact us below:


    The CMI Group is a 100% employee-owned company that is always in search of quality individuals who want to be part of our team. We have excellent opportunities in areas including financial, sales, administrative, phone operators & technical positions.

    The CMI Group
    Contact Us Texas Offices: 1-800-377-7713
    Collections: 1-800-377-7789