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Customer Service Emails
Solve someone's problem and gain a customer for life
Prompt, knowledgeable customer service is a critical element of the whole online shopping experience. But all too often it’s just an afterthought far down on the list of priorities.
Improve your customer service and your bottom line with proactive, professional email responses.
Today, customer service problems are increasingly handled via email. Is your company swimming in a backlog of cries for help? Have you been forced to shift this burden to temporary help who know very little about your business? Are your response times dragged way beyond the promised 24 hours, which in the Web world is way too long? (You should be responding in 6 hours.) Is your company’s image in the hands of untrained novices? Is customer service costing you money instead of making you money?
A YES answer to these questions means you’re the one with the problem, not your customers. You need to fix it fast, before you lose them to your competitors.
Turn customers into raving fans
The solution is easier than you think. A smart customer service email program can not only eliminate backlog and turn dissatisfied customers into fans, it can actually generate additional sales. Here’s how to start.
Identify your most common customer queries.
Is it “Where is my order?” or “How do I use this widget, anyway?”
Create personalized email templates.
Begin by thanking the customer for writing and end with an opportunity to purchase again. Since all of your customer service people will be using the same template, your message will be consistent and courteous. And, because only a few specific questions need to be answered, the turn-around time can be substantially shorter.
Don’t miss the opportunity to make amends.
Saying you’re sorry and rewarding your customers with a special offer as compensation for any inconvenience will not only make them feel better about you, it will most likely lead to another sale.