One benefit to maintaining an in-house online answering service could be increased security. The news has reported on a wealth of well-known organizations targeted by hackers recently through the use of "phishing" emails that trick those who receive them into clicking on a false link, thereby exposing their login information and threatening everyone in their contact list.
An example from earlier this month is a scam that befell consumers on May 16th. According to a warning posted by Walmart on its site, fraudulent emails may have been sent out "to gather information" illicitly. The post encouraged users to be very careful about opening suspicious emails, though the imposter messages were apparently from the misspelled "Wallmart," making them somewhat easier to spot.
Proper email management can offer a possible solution to this kind of threat, with companies using answering services to assure customers that they are in touch with the actual company, and not an identity thief. Businesses concerned about the potential for such a scam to affect them can create a detailed plan with their email messaging team to reduce the risk posed by phony messages. And this doesn't have to be limited to online customer services: such a system might have benefits for a company's own employees too, in case of a breach.
Asserting a Strong Identity
Ultimately, using email management for security reasons is just another facet of the main purpose behind many support setups: strengthening the company in the eyes of the customer. Verified emails from an official source communicate a sense of control and can be a key means of keeping skeptics from abandoning you, even when the unexpected occurs.