With email being a popular support method, it’s most likely that you’re employing it for your business. It is, however, one thing to employ it and another to effectively utilize it for customer care support. To make sure your efforts are not wasted and that you’re actually reaching your customers, it would be a good idea to note the following tips to make sure your email won’t be tirelessly written only to be buried under countless other emails without even being fully read.

Keep it simple

Make everything – the subjects of your email, the topic, the characters (if applicable), etc. are all clear upon first reading. It’s not really the actual thought of what you write that initially puts off the reader, it’s how of you let them play out in the email’s structure.

Remember that your email is just one of hundreds upon hundreds that your intended reader will receive, and if it doesn’t go straight the point, there’s a big chance that the reader will get impatient and close your email without second thought.

Remember that you’re talking to a human

One of the beauties of email as a form of support is that you have the control to speak at lengths with your recipient without the pressure of time, unlike on chat where your customer will most likely be expecting real-time response.

Unfortunately, a lot of companies use rather dry, one-size-fits-all templates to quickly respond to inquiries/other customer concerns. This not only turns customers off, it defeats the very purpose of support as well. The reason why they contacted you via email is because they want a personalized response, if they wanted an automated response, they would fill out a form.

There’s nothing wrong with using automated replies, since it’s rather impractical to reply to each and every email. This is where segmenting your templates comes in. You group your different demographics and use the appropriate template for each.

Most importantly, keep the persona you’re using as human as possible. Imagine yourself as the one getting the email, what sounds better, hearing from Our Support Team or hearing from Jen? By giving a name (and a matching personality, of course) it will feel be a more genuine experience for the customer.

Always use a positive tone

No matter what kind of news you’re delivering, whether it’s good or bad, remember to maintain a positive voice.

This doesn’t mean using exclamation points with every sentence or using overly enthusiastic adjectives and adverbs; it simply means taking negative words, what you can’t do, or any other negatively worded out sentences and translating them into words/phrases/sentences that demonstrate what you can do about the situation.

Tell them what to expect

When it comes to concerns and such things, it’s a good idea to end your email by telling your customer what they should be expecting in the coming span of time, what action you’re going to be taking, or when you’re going to get back to them.

At least, then, even if you won’t be able to address their issue right away, you can provide them with some peace of mind since they know that their concern is being attended to.

Support is one of the most telling aspects of a company when it comes to customer relations. Unfortunately, it can also be easy to overlook in favor of prioritizing other marketing matters. Given that it’s quite easy to optimize, you should definitely look into better customer support email.  If staff availability is an issue, outsourcing such support needs to a reliable agency should help lighten the load and ensure quality service, as well.

Isabelle Arizola
Isabelle Arizola

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