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8 Tips for Better Customer Support Emails

By April 25, 2018 No Comments
Woman sending email from a laptop
Woman sending email from a laptop

Before social media, email was a favorite way to socialize with those on our friend’s list. Just like social media, it quickly became a popular way for customers to connect with businesses. Even with the addition of live chat, text messaging and social media, email is still a thriving communication method for businesses to deliver service to their customers. Unlike a phone call, it can be difficult to effectively provide great customer service because there is no tone of voice and intentions are easily misconstrued.

How can a business deliver excellent customer service through email? Take a look at these 8 tips for better customer support emails.

1. Respond Quickly
Customers expect a quick resolution to their problem no matter how they contact a service department. If you advertise a customer support email, make sure it is actively monitored and distributed to the correct individual quickly. If a customer has to wait more than a day for a response, they are likely to become frustrated with the lack of response.

2. Match Their Tone
Before responding, customer service representatives should read the entire email and identify if the customer is upset, excited or curious. If a customer is excited, show excitement in your response by using exclamation points like this,

“Hi, Lisa! It is great to hear from you!”

If they are agitated, skip the exclamation marks, and acknowledge the severity of their email.

3. Personalize The Response
Outside of automated email responses acknowledging that an email was successfully delivered, it is best to skip canned replies. Copy and pasting responses makes you look robotic and makes the customer feel unessential. Personalize every response by using the customer’s name and acknowledging the reason for the email.

4. Be Thorough
Before hitting send, review the information you included and make sure all necessary details are listed. Customers utilize email because it is supposed to be easy. By outlining all of the details, you prevent them from having to ask additional questions and speed the support process along.

5. Don’t Use Industry Jargon
Sometimes, representatives go overboard in trying to sound professional, and they use terms the customer doesn’t understand, which only causes confusion, additional emails and frustration.

6. Provide Actionable Steps For a Solution
In addition to details, it is essential that you outline actionable steps that the customer needs to take or that your company is taking to remedy the situation. Simply stating, we’ll take care of that for you, leaves what that means open to interpretation. If your method of solving the problem isn’t the same as what the customer expects, they won’t be satisfied with the outcome.

7. Don’t Type Anything That Can Result in Public Scrutiny
In addition to details, it is essential that you outline actionable steps that the customer needs to take or that your company is taking to remedy the situation. Simply stating, we’ll take care of that for you, leaves what that means open to interpretation. If your method of solving the problem isn’t the same as what the customer expects, they won’t be satisfied with the outcome.

8. Reread Every Email
In addition to details, it is essential that you outline actionable steps that the customer needs to take or that your company is taking to remedy the situation. Simply stating, we’ll take care of that for you, leaves what that means open to interpretation. If your method of solving the problem isn’t the same as what the customer expects, they won’t be satisfied with the outcome.