The basis of sending effective customer service mails is writing from the customer’s point of view. Don’t try to do right by yourself alone.
At the end of the day, what is good for your business is what is good for the customer. Don’t start off your customer service emails sounding like you don’t care about your customers and their preferences. You want to stay friends with them while addressing their queries, no matter how tough and seemingly unreasonable they are.
The target is not just to send emails, but to actually have your emails read, and improve your customer service response time. To achieve this, you need to avoid mistakes as much as possible. Before you hit the send button, be sure to cross check for errors.
Test all links embedded in the email, links get broken all the time. When your mails are poorly formatted, full with errors and with links that don’t work, your customers could get impatient and literally just ignore your messages going forward.
A study conducted by Adestra revealed that 70 percent of people delete poorly-formatted emails within three seconds, so you have to make sure your mails are properly formatted – adequate spacing, superb punctuation and paragraphing practice.
Every email is a new email, even if you have sent that copy before. According to Brooke Freedman of Litmus, “even sending an identical email at different times in the year can lead to problems.
Email service providers and spam algorithms are changing all the time, and you’ll want to make sure the same templates look good across all devices and email clients — every time you hit send.” So you must conduct routine checks on every mail before you send it.
Since emails are the most official way to reach your customer, you can maximize it as a customer service tool. Hence, what you say in your email and how you say it, sends a strong message about your business. How this makes your customer feel goes a long way in helping them reach key decisions concerning your business.
Here are three (3) tips to help you send more effective customer service emails.
1.Use a branded email address
Resist the temptation to use a free or personal email address, you would be selling yourself short from the moment your mail hits your customers’ inbox. A branded email address for your business screams professionalism all the way.
You are trying to sell the idea that your business works, but your customer would doubt your credibility if they think you are unwilling to spare a few bucks to get a branded email address. Business mails should come from business email addresses.
If you are running a business or thinking of starting one, there is a huge chance your business has a website/blog or is planning to have one. You can create tons of branded email addresses using your domain name. Addresses like: [email protected], [email protected], [email protected], whatever address variations you think to be necessary.
If you have a website/blog but are not using personalized email addresses, you are under-utilizing your website. And if you are just starting out, there are good reasons to use branded emails.
2.Engage a secure email provider
The safety of your emails is as important as the mails themselves. For a start, the content of the mails are the copyright properties of your business. The time you put into crafting your business emails has to count for something.
Big name does not equate secured. Over the last few years, numerous privacy scandals have hit large email providers. This has led many to reconsider their options and to go in search of the best secure email that respects user privacy. Do your research, ensure you are using the right secure email provider. The need for security cannot be overemphasized.
It is true that an email isn’t the same as a face-to-face conversation or verbal communication for that matter, but you can keep your emails as conversational as possible whilst making a clear professional statement using a branded email address, all founded on the services of a secure email provider.
3.Sound less formal
You must understand that every email is an opportunity to establish or strengthen the bond with your customers. You can either keep the relationship formal and strictly business, or sound less formal and establish a more personal connection.
Every sale is first an emotional transaction before any other thing. Your customers are always looking out for the emotions in your writing. Don’t keep them looking for too long.
If you are responding to an enquiry, you should clearly understand the enquiry first. Don’t assume you do, ensure you do. Nothing is worse than responding to an enquiry without addressing the customers’ specific enquiry.
For queries and complaints, don’t respond with another complaint. First of all, acknowledge the customer with a greeting, then work on the customer’s query before responding. Your customer wants a solution to their complaint.
Giving them that solution is one sure way to turn them from customers to brand ambassadors. Above all else, don’t just sound like a machine or business – even business is a relationship between human beings.