Contact Centre Services Email Management
Outsourced email management for customer service

Outsourced Email Management Service UK

Lemon delivers structured, UK-based email support that protects response times, maintains brand consistency and restores operational control. We triage, prioritise and respond within agreed SLAs, working directly inside your inbox, CRM or service desk so your customers receive accurate, on-brand replies while your internal teams focus on higher-value activity.

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UK-based customer service team at Lemon Contact Centre

A managed email queue with measurable performance

We manage your shared inbox through structured triage, defined priorities and agreed response targets. Every email is categorised, handled by trained operators and either resolved at first touch or escalated through a documented workflow, ensuring performance remains controlled, consistent and transparent as volumes increase.

Rules-based triage and prioritisation aligned to agreed response targets
Personalised, on-brand replies delivered with structured quality control
Secure handling of attachments, documentation and sensitive customer data
Responses sent directly from your domain for seamless brand continuity
Documented escalation workflows for exceptions, complaints and high-risk matters
Transparent reporting on volumes, SLA performance and resolution outcomes

We can operate directly within your existing inbox, CRM or case management platform, avoiding parallel systems and maintaining full visibility of activity and performance. Your workflows, approval processes and escalation routes are documented during onboarding and embedded into delivery from day one.

UK Contact centre agent Trained operators delivering outsourced customer support
Structured email management with defined SLAs, clear workflows and measurable response times. Structured email management with defined SLAs, clear workflows and measurable response times. Structured email management with defined SLAs, clear workflows and measurable response times.

When Outsourced Email Support Adds Strategic Value

Outsourced email management can be a strategic decision as well as an operational safeguard. Whether supporting growth, protecting SLAs, managing seasonal peaks or clearing backlog, a structured external team provides scalable capacity without increasing fixed headcount.

It is suited to complaints handling and high-volume order or account enquiries that require consistent process and accurate record keeping. Support can be delivered 24/7 where required and operates within a certified framework with defined controls around data handling, reporting and quality assurance.

Lemon holds ISO9001 and ISO27001 certifications and operates within a PCI-DSS compliant environment, delivering structured email management through an AI-powered Quality Framework with full visibility and governance.

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Do you provide 24/7 email support?
Yes. We can provide 24/7 email management, including evenings, weekends and bank holidays. Service levels and response targets are agreed in advance, ensuring consistent performance regardless of time of day.
How quickly can you respond to our customer emails?
Response times are defined during onboarding and aligned to your SLAs. We apply prioritisation rules so urgent, complaint or high-risk emails are handled within agreed targets and performance is fully measurable.
Will replies be sent from our own email domain?
Yes. We work directly within your shared inbox or CRM, sending responses from your domain to ensure brand consistency and a seamless customer experience.
How do you ensure responses reflect our tone of voice?
We document your tone guidelines, escalation rules and knowledge base during onboarding. Templates are created where appropriate, and structured quality monitoring ensures responses remain accurate and on-brand.
Can you manage multiple inboxes or departments?
Yes. We can manage multiple queues such as sales, service, accounts or complaints, applying rules-based triage and categorisation to maintain control and visibility.

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24/7 Availability UK based Bespoke service

0800 612 7595

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