By delegating email handling, you allow a third-party agency to respond to customer emails on your behalf. This allows your business to maintain professional customer service without increasing internal staffing or operational load.
The inbox never sleeps! Yes, studies show that about 91% of customers use email for customer service inquiries. Indeed, in 2025, email has become one of the most popular support channels. But are you running an under-staffed email support team that sends unprofessional replies, that too days after receiving the original email query?
If it’s a YES, you will lose your customers to your competitors! As per the Zendesk Customer Experience Trends Report 2025, more than 50% of customers switch after just one bad experience. Thus, if you have limited staff and cannot expand due to a shortage of resources, the best move is to delegate email handling to leading email support services, like Atidiv.
Interested? In this article, you’ll learn what delegating email handling is and see some evidence of email overload in businesses. Next, you will check out four real-world examples of businesses that gained more time, savings, and happier customers through outsourcing.
What Do You Mean By Delegating Email Handling?
Delegating email handling is also known as email support outsourcing. It is the process of assigning the responsibility of handling customer emails to an outside service provider. Such email support services offer virtual assistants for email management, who:
- Reply to customer questions
- Resolve issues
- Manage all email communication on your behalf
They also bring their own systems and processes, so you do not need to invest in extra tools or manpower. The benefit? Such a setup saves your business costs + reduces workload on your staff. Also, it allows you to concentrate more on your main activities, such as sales, product development, or service delivery.
Are You Also Drowning in Tickets? Check This Evidence of Email Overload in Business!
“Email overload” wastes time and reduces productivity. It adds stress for employees, which leads to unhappy staff! Studies show that the average employee checks their inbox 11 to 36 times per hour. This leads to constant workflow disruptions and difficulty in regaining focus.
In 2025, most businesses are struggling with email overload! Need proof? Check out this evidence of email overload in business:
| Email Overload in Numbers | Interpretation |
| 121 emails per day | In 2025, on average, an office worker received about 121 emails every day. The number keeps going up each year. |
| 40% have 50+ unread emails | Almost half of workers cannot keep up with their inbox and always have dozens of unread emails sitting there. |
| 23% of workday spent on emails | Around 2 hours of an 8-hour day is spent only checking, reading, and replying to emails, instead of doing the main job tasks. |
| 150+ emails daily for some roles | People in jobs like technology, consulting, marketing, or finance deal with the highest volumes, sometimes over 150 messages each day. |
| 73% see rising email volumes | Most professionals say they are getting more emails now compared to the past year. This shows that the problem of email overload is growing. |
| 68% report stress or burnout | Many employees feel that the constant pressure to manage emails creates stress. It lowers their performance and diverts them from core tasks. |
4 Real World Examples Showing How Delegating Email Handling Helped Businesses in 2025!
Email overload is real! And so are poor response times, unprofessional answers, and missing customer emails. That’s why several D2C companies/ consumer brands are now delegating email handling to third-party agencies. This allows them to boost CX and save costs.
For more clarity, let’s check out three real-world examples that show how business email management services are helping companies:
Example I: An Online Gift Shop Delegated Email Handling
A small online gift shop selling stationery, novelty items, and trinkets started its business in 2020 (just before the pandemic). Online shopping grew quickly during that period, and so did the gift shop.
Now, the shop wanted to strengthen its brand presence and reach more customers. But they faced two key challenges:
| I) Lack of a Communication Method | II) Fewer Business Staff |
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The Solution
To solve this, they decided to outsource their email support. Now, this gave them access to features like:
- Auto-replies
- Ready-to-use templates
- Full-fledged knowledge base
They received support for running email marketing campaigns. All the messages were created as per their brand tone and sent regularly to the right audience. More importantly, they could pay per email campaign instead of hiring full-time staff, which reduced costs.
The Results
The online gift shop began attracting more visitors. Sales and returns on investment (ROI) started improving. The owner shared that if growth continues, they will even outsource live chat support to further improve customer communication.
Example II: California-Based Home Decor Manufacturer
A home décor manufacturer in California wanted to improve how it handled customer emails and support tickets. Their main goals were:
- To have trained staff who could manage their CRM system and respond to customer queries.
- To bring in a team that could learn their ticketing process and product details.
- To start with a small group of trained employees, with the option to grow the team if the project worked out.
The Solution
To address this, they brought in several virtual assistants for email management. Within two weeks, the assistants were trained to:
- Use the company’s CRM
- Manage ticket flows
- Respond to customer emails
After training, the team began handling customer issues directly. The outcome was positive!
The Results
The manufacturer saw that emails and tickets were being managed professionally and were not getting missed. The responses were being provided within the “average resolution time” benchmarks. This significantly improved customer service and supported their brand reputation.
Because of the results, they decided to continue the partnership beyond the initial three months and also trained more assistants to join the support team.
Example III: UK’s Largest Online Tire Retailer
A large online tire retailer in the UK needed strong customer support. They had to manage a very high number of orders and queries (particularly during peak seasons). Their customer interactions happened through:
- Phone calls
- Bookings with garages
- Emails exchanged before and after sales
Now, handling everything in-house was expensive and difficult to scale.
The Solution
To address this, they outsourced customer support and delegated email handling to our expert team at Atidiv. Our trained agents managed sales and operations emails, which included:
- Answering pre-sales questions
- Resolving post-sales issues
- Confirming customer orders
Outsourcing allowed them to maintain 7-day coverage. Also, our email support team tracked customer feedback and shared insights. These improved the company’s website and order process.
The Results
The outcome was significant:
- Atidiv handled 230,000+ customer emails and tickets each year.
- $500K saved annually by outsourcing instead of building a large in-house team.
- Higher customer satisfaction, with improved ratings and stronger customer loyalty.
Example IV: Major Online Tire Retailer in the US
A large online tire retailer in the US had to manage a very high workload across different areas of their business. They needed support with:
- Customer service
- Order handling
- Marketplace disputes
- Financial processes
- Appointment bookings
- Keeping their tire catalog updated
The pressure was particularly high during peak seasons, when thousands of customers reached out at the same time.
The Solution
To manage this, the company partnered with Atidiv. A trained team was set up to handle customer emails and tickets. Our professionals worked seven days a week when demand was highest.
On the other hand, our email support team managed multiple issues, such as:
- Sales questions
- Delivery updates
- Refunds, returns, and warranty claims
- Customer disputes from platforms like Amazon, eBay, and Walmart
By outsourcing these tasks, the retailer did not need to hire a large in-house team or invest heavily in extra infrastructure.
The Results
The outcome was highly positive:
- Atidiv handled 360,000+ customer emails and tickets each year.
- Our team saved the client more than $1.3 million annually.
- Service quality remained high, with 98%+ accuracy in support delivery.
- The retailer gained recognition as a top-rated seller on eBay.
Delegate Email Handling to Atidiv! Save Up to 60% Cost in 2025
By delegating email handling, you can reduce workload, save costs, and focus more on core growth activities. Many companies across industries have outsourced email support and achieved positive results. Some real-world examples you can refer to are:
- An online gift shop outsourced email support. It gained visitors + improved ROI.
- A home décor brand in California improved resolution times and scaled headcount as per their business needs.
- A UK tire retailer managed 230,000 emails yearly, saved $500K, and raised its CSAT scores.
- A US tire retailer handled 360,000+ tickets and saved $1.3M.
Searching for a partner? Atidiv is a leading customer experience solutions agency with 70+ clients and 15+ years of experience. Our expert team delivers all CX solutions, such as:
- Email support services
- Inbound and outbound call center services
- Social media support
- Quality assurance customer service, and more
Outsource 100% of your customer support department to Atidiv today. Book your free consultation to understand how we can help you!
Delegating Email Handling FAQs
1. Can delegating email handling save me money?
Be aware that email outsourcing removes the need to pay for:
- Full-time salaries
- Infrastructure rentals
- Training costs
- Subscription fees
Instead, you pay for “scalable support”. You can easily increase or decrease the level of agents depending on your business needs. For example, during busy seasons you may need more agents to handle customer emails, and during slow periods you may need fewer.
Now, since you only pay for what you use, in the long term, outsourcing leads to significant cost savings.
2. What happens if email volumes suddenly increase during peak season?
With outsourcing, you don’t need to worry about “email overload”. The number of virtual assistants for email management can be increased on demand to handle more queries.
This makes sure that all your customers receive timely responses, even during busy periods. Also, there is no extra pressure on your internal staff.
3. Is email outsourcing still relevant in 2025 with AI and automation?
Yes! In 2025, several leading email support outsourcing companies will use a mix of AI + humans to offer the best services.
They use AI tools to manage repetitive tasks like auto-replies or filtering. Whereas their human agents resolve complex issues. Such an approach combines both:
- Automation for speed
and
- Trained professionals for personalized service
By hiring such agencies, you get the best balance of both cost and quality.
4. Can delegating email handling harm my brand’s reputation?
Professional outsourcing partners assign trained agents who use your brand’s tone and guidelines. They work as an extension of your business and usually let you improve customer relationships.
Furthermore, several agencies track analytics and offer regular reports (prepared based on multiple quality checks). By analyzing them, you can understand whether outsourcing is helping your business.