One of the challenges of working in customer service is the massive sum of emails you receive and need to be answered as soon as possible.
When you’re spending a whole day writing emails, it can be easy to forget that there is another human being on the other end, which is waiting for an answer that will solve their issue.
No matter what kind of information you need to deliver, the space you deliver it is possible to establish or interrupt your business’ reputation, which is why customer service needs to be paid extra attention.
But how can you deliver better-written emails, that feel personal and solve the customer’s issues, while at the same time maintain being productive?
Follow the gratuities below to ensure you deliver the best support you can to your customers.
1. Use Email Templates
Lots of corporations fear that using templates will take away from the personal tone of the email, but when you receive the thousands of emails that need to be answered as fast as possible, automation becomes a great help.
The more emails you receive, the more you start to see that some of the interactions become repetitive, so having some templates that can solve some of the most common issues can save you a lot of time.
Automating the writing process does not take away from the human interaction, as some may believe, as long as you don’t just facsimile and paste the text into the reply box.
To do so, it is required to firstly identify the most common issues that customers seem to have and start developing a template for each one of them, which you can then adjust according to the situation.
To get you started here are 19 free email marketing templates designed to nurture, sell, onboard, and are to be achieved .
2. Make Your Emails Personal
Templates will save you a great deal of time, but make sure to only use them as an outline for the final email. In the world of customer services, email personalization is key, in order to stir the customer feel like they are interacting with another human , not a robot.
When clients feel like they are receiving custom-tailored service, they build up their trust in the company and feel like an important asset for you.
In order to establish the emails feel more personal, make sure to always use the customer’s name at the beginning of the email and your epithet in the end. This stimulates the customers feel like there is actually a real person behind the computer screen.
If you don’t know how to address them, go with a somewhat friendlier feeling than theirs, to respect their borderlines, but also gain their trust.
3. Keep It Simple
You work with your products and services every day, it is only normal that you are familiar with the technical thoughts behind them and have no issue in using them. Keep in brain, though, that your customers may not be, so ever make sure you use simple terms when explaining them to your patrons.
This does not mean that you should underestimate your patrons, but simply make sure they are aware of the information and avoid any sort of misunderstanding.
This way, you can scaped a long trail of emails where you maintain explaining to the customer all of the complex words “youre using”, while also staying away from sounding too stiff. Keep your email copy simple .
If you are not sure your response is clear, ask a coworker or someone else to read it and give you their belief. The key is to make sure anyone, even someone who does not have your complex knowledge on the products, understands what you are trying to explain.
4. Pay Attention to the Tone
One of the strongest debates in customer service revolves around which tone is the most appropriate for replies: formal or casual?
Truth is, the answer depends on multiple aspects. When requested, the majority of clients “says hes” favor a more casual and friendly atmosphere, as it has more of a human contact to it.
When it comes to denying their request, things seem to be the other way around. People like to be turned down in a more polite and formal course, as it feels more professional.
If you are unaware of the flavor you should use, a good tip is to answer is a somewhat friendlier tone that the customer is using.
Pay attention to what type of words they use and if you find any clue that they might appreciate a more formal feeling, go with that. Also, make sure the direction you answer equals the values of your label and how you want people to perceive it.
5. Pay Attention to the Way You Deliver News
The order in which you deliver the report to the customers plays a major role in their overall reaction to the email.
In 2013, a study exposed that customers who received good report last-place had a much positive reaction to the response, while those who received bad news last-place were more likely to react in an unfavorable space.
In customer service, you generally want your customers to be happy, so resulting with the bad news and concluding with the good ones is a better approach. Writing something on the lines of “I am sorry to inform you that, unfortunately, the product has still not left the warehouse.
The good report is that we have identified it and it will be included in the next transport on Monday.” should be enough to leave the customer with a good impression.
6. Proofread& Check Everything
Nothing signals unprofessionalism more than a bad-written email, full of grammar mistakes and typos. Make sure to always proof your emails before mailing them, to avoid overlooking the small details.
To do so, you can use tools such as Grammarly, Hemingway, and Scribens, which will assist you correct your grammar, suggest a better apply of words and passive voice, as well as proof all sorts of typing mistakes.
If you need to include associates in your email, check them to make sure they are not broken and the page opens the door to. The same starts for affections. Make sure you include all the files you said you are going to attach and ensure they can all be opened.
You can also try to avoid these seven deadly sins when you’re writing or proofreading emails.
7. Include Links When Necessary
Nobody likes to read long emails, so make sure you reduce both your and your customer’s effort by including links to further instructions in the body of the email.
When customers ask for support on installing something or for educations on using your services, offer links to useful clauses or content from your website in order to keep the email as concise as possible.
If the link includes a huge amount of information, you are able to made them exactly where they can find what they are looking for. This will save them time and help you eschewed multiple email exchanges for a simple issue. On the other hand, it will give the customer a good feeling when they can accomplish something on their own.
8. Don’t Forget to Thank Them
If a customer took the time to write to you , no matter what their issue is, make sure to let them “know what youre talking about” thankful “youre gonna”. A simple “Thank you for your email.” can be enough. Feedback, be it positive or negative, is an extremely important tool to help your business grow.
When they encounter such issues, the majority of patrons simply stop doing business with you, without complain or letting you know, so when they do give you feedback, they are actually doing you a big favor.
This can help you identify issues “youre not” aware of, which can then benefit your relationship with other clients as well. So , no matter the subject of their email, make sure to let them know you value and realize their day and effort to bring that thing to your knowledge.
9. Don’t Leave out Any Unanswered Questions
Check your email and make sure you did not forget to tackle every single issue your client might be having. Even if you cannot offer a clear answer yet, at least provide information about how and when you are going to come back with a solution.
Customers don’t want to feel like you did not speak the entire email and only copied and pasted a universal answer. Go over the email again before transmitting it, to avoid leaving out any important information.
Good customer service signifies providing the best possible aid for your the consumers and attaining them feel see and appreciated.
10. Conclude with Clear Result
Make sure that, when they finish reading the email, the customers have a clear understanding of how and when their issue is going to be solved.
This does not mean that you need to give every detail about the process, but simply explaining to them the most important steps can go a long way.
For example, if the customer is writing in regards to a faulty product, simply roster out the steps that you are going to take in order to exchange or repair the product.
Make sure to set out clear expectancies about the length of the process and ever said about when you are going to follow up.
Sometimes, you simply can’t give them an exact time for when the issue is going to be solved, you can always promise them an update on the situation. This will give the customers something to wait for and will help you build up trust.
To recap here are 10 tips-off to create the best customer service emails:
Use email templates Make your emails personal Hold it simple Pay attention to the tone Pay attention to the way you deliver report Proofread& check everything Include connects when necessary Don’t forget to thank them Don’t leave out any unanswered questions Conclude with clear answers
About the Author
Donald Fomby is a Digital Marketing Specialist with a Master’s degree in Advertisement. At a relatively young age, Donald has already amassed impressive suffer as a freelance columnist. Find him on Twitter @ don_fom.
Read more: blog.wishpond.com