29% of customers prefer to interact with customer service representatives by e-mail. And the number of email users around the world is expected to increase to 2.9 billion by 2019. But if customer service emails are not useful, people will not be happy with you and you risk losing them to a competitor.
In fact, you can lose up to 60% of all customers dissatisfied or frustrated.
Here are five tips you can use to improve customer support emails to provide your customers with the help they need. If you are not responding quickly, this can be a big part of your problem.
#1 Quick Response Time
The average time a business takes to respond to a complaint sent by email is 46 hours. A quick turnaround time will make a big difference when it comes to how customers see your brand. If you respond quickly, they will know that they can trust you and trust you, which in turn, customers will be more likely to continue to buy your products or services.
If you want to create accountability for your agents when it comes to response times, set up service level agreements (SLAs). This is an agreed time period in which your agents must respond or resolve the tickets.
Customers prefer a quick first response, even if the first response does not contain a final solution. But this mere acknowledgment of the problem is an estimated time when you can provide a definitive solution. How customer expectations create their own custom SLA policy.
Aside from SLAs, you can also use canned responses for quicker response times. These are pre-written response templates that reps can choose from with a single click. Instead of typing up the same response every time, your team can simply choose a canned response and move on.
Automation is another easy way to save time on support emails. Use these features in your helpdesk software to automate email follow-ups or email/ticket routing so that you can spend more time-solving customer problems and less time worrying about mundane tasks. When a customer sends you a customer support email, one of the most important things you can do is acknowledge the issues they’re facing head on.
#2 Empathize and Fix the Issue
You need to make sure your customers will listen, show them that you understand and value their concerns. This also gives them a chance to reiterate if you misunderstand the problem they are trying to communicate.
Correct the problem immediately, offer something extra and go beyond. Make your response more personal for better results.
#3 Keep it personal
Custom emails generate a much higher open rate. When answering customers, use their name. Do not use impersonal titles or refer to them as a case or ticket number. When you use their name, they know they are dealing with a real person.
#4 Link to Your Knowledge Base Article
No one likes to go through long e-mails. To avoid long emails, use links to your knowledge base with articles that help explain the solutions in more detail.
If the solution to a problem contains more than three steps or an image, link to an article instead of listing the steps in the email. That way, they will be able to fix your issues with the help of the article, rather than having to go back and forth with an agent.
#5 Get Feedback on Email Support
Once an email is closed and the customer is served, it is important to receive feedback from the customers. To do this, send an email containing a little satisfaction survey.
Keep this email as simple and friendly as possible, but be neutral. You never want customers to think you’re trying to persuade them to give you a positive answer.
If you are not properly supporting email, you will lose customers. It is important to respond to customers as quickly as possible.
Address the problem head-on and repeat the problem so the customer knows that you have had time to listen. Keep personal things using the client’s name. Never refer to them as a support ticket number. Link to knowledge base articles that contain extensive information that can help them solve more technical issues as well. No one wants to read e-mails long and last, receive feedback after resolving the issue so you know how to adjust your approach to customer support e-mail.
Start using these tips today to offer your customers the excellent and thoughtful customer service emails they desire.