It’s undeniable how several communication channels have emerged these days, but email remains one of the popular channels for business to contact their customers and vice versa.
Small business CRM equips their support team both with traditional and interactive channels. But, many consumers prefer business calls and emails. That’s why businesses have to create and maintain effective business email management for their customer service support.
Here are the tips on how to improve handling a huge number of business emails:
Automate and Document
It is best to have an automated response. You can send emails to several accounts at once, and create an automated message to answer queries even when busy. You can keep the customers in the loop with email automation.
Moreover, document the email thread to ensure that you can track it in email management software.
Keep it Personal and Conversational.
You have to greet customers using their names. If you keep it personal and conversational, it makes the customers feel a connection rather than a mere business transaction. Moreover, customers prefer to speak in different languages they prefer. Thus, you have to ensure that you maintain a conversational tone.
Timely Response
Some emails need an urgent response, and customers expect to receive a response 2 to 24 hours. That’s why you have to respond to customers in a timely manner.
Moreover, customers should respect your business hours; diligently follow the business hours stated in your business description.
Create Scripted Response
It is inevitable for customer service agents to receive the same inquiry from different customers. Call centers with scripted responses increase the quality of response while decreasing the work on drafting a reply. That’s why a scripted response is essential in a contact center; to bring order and productivity.
However, contact center agents should not always rely on the script. Customers can easily detect if the agent is only reading a script. It is important to personalize and empathize.
Always Say “Thank You”
A simple “thank you” is powerful; it helps strengthen your relationship with the customers. Indeed, being thanked does not only change the way we perceive and feel things; it also changes our behavior.
That’s why let your customers know how much you appreciate them, no matter their content or tone.
Use Positive Language
We tend to use negative words, especially when dealing with customer complaints. If you caught yourself doing this when responding to an email, you have to change it. When you spot negative words, replace them with positive ones.
Removing a few negative keywords or phrases from customer interactions help them see the situation in a different perception.
Impressive Customer Support Means Better Customer Relationship
We can tell how different email interaction is from face-to-face, calls, and other communication mediums. But, putting personal touch leaves customers excited and satisfied on doing business with you.
A personal touch makes customers feel valued. Thus, use our tips to ensure that your support email is not just a face value. We will help create better relationships with your customers.