If you think that email is dwindling down, you are wrong. According to Statista, email users around the globe are projected to grow up to 4.1 billion in 2021. And whether you like it or not, this calls for a tight competition when it comes to reaching out to potential customers and responding to the loyal ones.
That is why having an email customer support is becoming a necessity nowadays. But how do we know that our emailing strategy is still effective?
Here are important questions you should ask to find out if you are doing your emailing right.
Did You Lessen the Customer Struggle?
Customer support exists because of one reason: to ease your client and provide solutions to their struggles in relation to your product or service.
This should be a clear objective, not only to the business owner, but also to the customer representative. You can only do this if you are communicating effectively to your customer. One big factor that can affect the communication between the support and the customer is the clarity of the email.
Here are quick tips to ensure that your email is clear:
- Avoid using big words – using big words may make you sound smarter in real life, but not on email. Remember, your aim is to make your customer understand and you do not need jargons to do that.
- Do away from long paragraphs – You know the feeling of reading long paragraphs right? Make use of line breaks and split those long paragraphs. It is much more effective to use numbers than bullets when you are doing a step-by-step process. It makes referencing easier.
- Human Touch – even with the rise of artificial intelligence, no one wants to talk to a robot. By adding human touch like using your customers’ first name, they can feel your empathy and will be assured that they’ve got your full attention.
Have You Acknowledged Your Receivers’ Perspective?
Everybody has different views, and sometimes as a sender, we are too focused on what we want relay without considering the customers’ point of view.
Likewise, it is important that you keep your email specific and simple. If you are responding to a complaint email, make sure that you identify the time frame in resolving the issue. If it is an inquiry, acknowledge what they are asking and give them specific answers.
Before hitting the send button, reread your email. How does it make you feel?
Did It End Positively?
There’s nothing worse than ending any conversation in a negative way, so make sure that you include a positive note, whether the problem was solved or not.
Before ending, make sure you give all the possible support you can give. The efficacy of email customer support boils down to this question: how many extra miles can you give for your customer?