Email Only Support
Email Only Support is a customer service approach where all support interactions are conducted exclusively via email, without phone, chat, or in-person options. It centralizes communication into a written, asynchronous format, often managed through ticketing systems like Zendesk or Freshdesk. This method prioritizes documentation, scalability, and efficiency by allowing support agents to handle multiple queries simultaneously and maintain detailed records.
Developers should learn this methodology when building or maintaining software products that require scalable, low-cost customer support, such as SaaS applications, open-source projects, or digital tools with global user bases. It's particularly useful for handling technical issues, bug reports, and feature requests where written documentation is crucial for reproducibility and tracking, and it reduces overhead compared to real-time support channels.