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5 Tips for Effective Customer Service via Email

Email communication has been around since time immemorial, and it’s not ending soon due to its usefulness, which comprises customization of the message, making it reach the targeted audience. Unfortunately, emailing, if done wrongly, can cost the business its customers. According to research done, most clients have shunned off companies that don’t send convincing emails to their clients. This situation has led companies to come up with better ways of offering customer service through email. How can one be sure of doing it right? As always said, the customer is always the king, and email communication has to be unique. Here are some five tips to use.

  1. Add a Human Touch

If you want your email to be useful to the recipient, you need to have the human touch. How do you do this? It’s essential to address the recipient by their name, which shows you recognize their presence. You also need to introduce yourself and the company you are from. You have to show the client that they are receiving a message from a human being and not a robot. More importantly, you have to mind how you address the client. Use an official language, and always remember to thank them for having time to read your email and responding to it. If you are delivering something not expected to the client, including the bad news, it’s essential to be empathetic, kind, and patient even if the response isn’t what you expected.

  1. Use an Effective Language

Clients will only take the message on the email seriously if you use positive language. First, before wiring down the email, you need to understand your client better and, if possible, research on eCommerce customer service on how to come up with a better email. Ensure your email has a positive language and that it conforms to the communication strategy. You should ensure the message you are sending targets the client on the address and that it’s professional. The information should correspond to your company’s values and mission, and it should match with other details portrayed in the company’s website, social media accounts, and products. Ensure the emails are well punctuated, well-phrased, and should be free from grammatical errors. Never use jargon, emotional language, and anything that might demean the client. 

  1. Request Information Rightly

A request for information mostly happens when trying to solve a client’s problem, maybe with the purchase made or wrong delivery of an item. Before making any step in asking for information from the client, ensure you do it in a mannerly way. You can start by letting the client know why you need that information to avoid annoying them. When requesting the information, be friendly always. If the customer hesitates to provide the information, don’t rush with more emails asking for the same details. Do not send a second email if the customer hasn’t replied to the first, and don’t waste time replying to theirs. It is better to calculate the message response time to ensure the client gets satisfied. What’s a response time? Response time is the period taken to reply to a client’s email. 

  1. Ask for Favors Gently

If you are doing email marketing to new or existing clients, do it politely and avoid spamming the client’s email in the hope of making a sale. Sending more emails than required will scare the client away, terming the email as a scam. Building an email marketing strategy requires patience, and it’s a process that needs keen following. First, you need to know how to introduce your email marketing process before sending the actual message. Besides doing marketing, you may want your clients to give you feedback or information to make your company serve them better. When asking for that, use the right procedures and do it in a mannerly way.

  1. Use Tools to Scale up the Emailing Service

Using emailing alone can make your customer service inefficient and might lead to some clients getting over attended to while others get neglected. The best way to ensure all your customers get served right and get these emails’ effectiveness is to use the modern tools to support the system. Modern tools such as customer relationship management – CRM helps to customize customer interaction, making your team have proper schedules and templates to use when sending emails to clients. Other tools they can use are communication plans, mail delivery notifications, virtual phone systems, and auto-replies to avoid keeping customers waiting. 

Offering customer service through email is still significant if done well using the right language and procedures. No matter the additions you make to the emailing system, ensure they have the human touch and customization to each client to make them feel appreciated and recognized. This recognition will make them stick to your company regardless of other smaller challenges.

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