Emails help create brand awareness and increase customer engagement. Email in customer service has a wide range of advantages. Customer support teams get more space to decide on the most appropriate response. Emails include detailed information that conclusively answers all customer concerns.
In organizations where customer service teams are busy, the use of email communication can be a challenge. The use of email templates can help the teams customize messages for quick responses. It helps improve customer service quality which boosts sales and revenue.
Why the use of customized email responses is important in customer support
Using customized email responses helps market support teams deliver relevant responses in real-time. Support teams that fail to communicate in time leave customers guessing about the actions to take. Harvard Business reports that workers waste 14 minutes daily searching for emails. The report further says many professionals send late email replies 37% of the time.
Email is one of the top communication channels between customers and companies. Any slight negative effect on the channel widely impacts the entire customer cycle. Customization of emails is one of the best solutions to use to overcome the challenge and build revenue. Organizations get different types of benefits as a result.
Response to a customer complaint
Quick responses to emails improve the success rate of customer service efforts by busy customer support teams. Experian reports that customized email responses increase the transactional rate by 6x. A different report by eMarketer says customized emails increase ROI by 122%. Based on a report by Optin Monster, 42.3% of Americans fill out email subscription forms due to customized emails.
The customer service representatives should provide them with the answer and a quick solution guide in an FAQ format. The answers help the customer solve the technical issue, and the customer service team also saves time. Even small things like how to clear the cache on a device or what are PC or macOS cache types can help fix many challenges when tools fail to work properly on the browser.
Customization significantly improves response time which is crucial in influencing customer purchase decisions. A customer might have sent an email to complain about fixing a technical issue. A good example of quick resolution is when the customer service agent gives the client more than they asked for.
Improves customer service
Customized emails have the power to stand out and impress customers. They do not look out of context. They have a higher probability of being clicked on. A report published by LinkedIn says that 36% of customers prefer organizations that provide them with personalized experiences.
Saves time
Help Scout says that measuring email response time matters. If a customer receives an answer within 30 minutes, they consider the response time as good. Research by Forrester Research says 77% of customers give more value to a company that considers their time. One of the best ways to save response time for emails is to use customized email emails.
Customer email examples for busy support teams
Some support teams begin to get busy at work but they fail to admit to the fact. It is easy to know if your team is busy when everyone starts to multitask or if their schedules get filled with things to do. It is important to take note of customer service challenges harming the bottom line and take relevant actions to address them.
Some of the crucial challenges include using the wrong applications or software, wrong forecasting of customer behavior or expectations, and unresolved skills gaps in the organization. Here are email examples for use by busy support teams.
An email to welcome a new customer
This type of email welcomes a new customer to the company. It is important to greet them by name and welcome them to the company. Mention the company by name and do not forget to mention your name and your work. Welcome the customer to ask you any type of question they might have. Promise them uncompromised services from the company.
Response to a customer inquiry
Before responding to a customer inquiry, read their email carefully to understand what they expect. It could be that they want to make a new purchase, return a product, or know the price. Greet the customer and thank them for sending an email. Mention their question and provide a detailed response. For instance, if the customer wants to make a purchase, tell them the type of product, price, and specifications. You may mention delivery time.
A reminder to renew a subscription
There are different types of reminders that you can make to a customer. However, a reminder to a subscription is important in adding recipients of your company emails. It could also be that the customer began the subscription process but never completed it.
It could also be that their subscription is about to expire and you want them to renew. It is necessary to include the relevant subject of the reminder. Do a summary of what the subscription is all about. Add a call to action or tell the customer what to do next. Close with a thank you.
Notification to change of shipping address
More often, companies request clients to update their shipping information. Customers may also request companies to make the changes. If it is the customer who made the request, inform them that you received their email and made the changes.
Include the new address for the customer to confirm if it is correct. The response to a customer complaint in a quick fashion almost always ensures a repeat purchase and a loyal customer in the long run.
Response to a customer complaint
No matter the type of complaint the customer makes, always make your response positive to avoid hurting the customer’s emotions. Acknowledge the complaint and tell the customer what you have done so far to solve it. Let them know they are valuable to you and include useful resources the customer might use.
Response to a customer compliment
To receive a compliment from a customer shows you did good work and the customer is happy. Be grateful to the customer for the good words and appreciate their feedback. Tell them what the compliment means to you and your company. Welcome them to make inquiries or purchases at any time.
A follow-up email to a previous message
You might have sent an email to a customer but they are yet to respond. You can write a second email to follow up on the previous one. You need to be careful not to irritate the customer. Open with greetings and stir the customer’s memory by reminding them about your previous email. Show value to the customer and add a call to action. It could be you want them to open a link, choose a product, or make a payment.
Response email to sign-up for a free trial
Greet the user and welcome them to the product’s free trial. Mention the product by name and tell them what you expect from the customer. Confirm to them that you will be available to offer assistance whenever needed. Welcome them to ask any questions touching on the product.
Email to explain the denial of a request
To avoid creating confusion, restate the request that the client had made. Provide specific reasons why you denied them their request. You may offer the client a substitute or alternative solution/product. Use professional language and remain polite. Thank them customers and request them to stay in touch with the company.
Email to request customer feedback
Begin by creating an awesome subject line. State the purpose of the email and the benefits of the customer feedback to the company. If it is a survey, state how long it will take and that all information will be confidential. Tell them what you expect from them and thank them for taking the time to provide feedback.
Best practices and tips for customer service email
When email communication in a business goes sour, it has the potential to draw customers away. A customer service report by Hyken shows that 96% of customers are willing to switch brands due to poor customer service.
A report by Help Scout says e-commerce customer service management best practices are underrated in today’s market. The report says more than 60% of customers in the U.S. appreciate using automated self-service. Here are best practices and tips for customer service emails that will benefit your brand.
Read each customer email keenly
If you fail to read the message keenly, you might provide the wrong response. Customers will be dissatisfied with the answer and could begin to look for alternatives. If the response is satisfying, the customer will likely consider buying or referring your brand to other users.
Never fail to respond to emails
Failure to respond to emails sends the wrong message to customers. They feel your brand does not care about their satisfaction and only cares about selling to get money. Every customer who writes an email to your brand deserves a response. It helps build brand loyalty, trust, and awareness.
Always respond on time
Timeliness is a key factor to consider when responding to customer emails. In most cases, customers make inquiries to help them make purchase decisions based on the answers they get. If the customer gets a delayed response, they could make decisions to get answers from a different brand.
Answer every customer question in detail
Details make a difference in the sequence of actions taken by customers in the pipeline. Customer support teams play a crucial role in helping the customer make the right decisions that benefit the company. Detailed answers leave the customer with all the answers they need and leave no gaps for moving to another brand.
Create customized quick email response templates
Customized email response templates are incredibly beneficial to customer service teams. More often, support teams find themselves answering similar questions. Templates can help improve response time radically. Customer issues are never the same, even when questions look similar. Leave room for further customization if need be.
Conclusion
Busy customer support teams often face a wide range of customer email management challenges. They handle large volumes of incoming emails that need quick responses daily. Customized responses can help boost response time, save time, and provide increased customer satisfaction.
Support teams must respond to every customer email and provide detailed, relevant answers. The use of quick response templates helps improve service delivery and brand reputation.