It’s a usual thing that your support agents must be writing hundreds of emails every day. But a good point to make a note is that some of the emails that you send to your customers could be their very first interaction with your company. This means mere sending templates won’t allow you to develop a relationship with the customer. Emails must be tweaked and of course personalized to leave a strong impact.
Writing great emails is one of the best ways to foster a long-lasting relationship with the customer. Here are some tips to make sure your email customer support leaves a great impression on customer mindset.
Address Customer by Name
Simply starting an email conversation with “Hi or Hello” can be a very bad move. It gives an impression that the customer is speaking to a robot. Just remember one thing that a person’s first name is the sweetest sound to that person in any language.
So, giving a personalized experience over email can help a lot to make an unforgettable first impression.
After addressing the person comes the part where you introduce yourself. A proper introduction citing your name and designation will let a customer know that they are not talking to a robot. Making your email sound like an interaction would enable a support agent to build a rapport and not sound like a robot. The conversations should be kept casual but not like as if you are talking to your best buddy.
In the world of customer support, confidence is the key. The most customer support emails end with an unsure statement” I hope this helps”. This is a very weak way to end an interaction with the customer. One of the great examples to end a conversation is “Is there anything I could help you with?” Making the closure statement as relevant as possible will deepen the interaction and at the same time ensure a quality customer support service.
Use Simple English
Since you are an expert on the subject of customer support and it is common to use technical jargons to help customers. But in reality, this makes issues even complex. An ideal approach should be aimed to refine complex solutions into simpler words to make the customer understand. This could be of great help when your customers are not so blessed in technology. When outsourcing email support, this problem gets eliminated as the agents at an outsourcing company are experts in handling email support.
There could be situations where you cannot resolve the customer issues at that very moment. But leaving the customer in the middle of nowhere isn’t going to help. This is the last thing a customer could ever want. However, there are some great ways to handle this situation effectively. Updating customer proactively in the developments in their case and promising to provide a solution to their problem helps to tackle this issue.
Taking some extra efforts to perfect your emails can be a key differentiator that will outshine your email support services. We at GizmoSupport adopt these practices to make a long-term customer relationship and making unforgettable first impressions. Interested to know more about email support outsourcing? Contact Us with your business requirements.