Customer service via email is a widespread practice, so it is difficult to find a business that has not yet implemented it.
Supporting users via email also has several benefits. Agents can respond whenever they feel it is appropriate, in contrast to the stress of a call center.
On the other hand, it is cheaper for companies to offer support via email than to maintain a call center with hundreds of employees.
That said, and given the importance of email support, it doesn't hurt to do it right – especially since providing quality email support is relatively easy and inexpensive.
Here are some tips to make email customer service a pleasant experience for your company.
Customer Service via Email: Tips to make it good, pretty and cheap
- Use a personalized signature
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It is true that email support is convenient for companies, and it is certainly also convenient for the user. The medium allows you to easily expose any type vietnam telegram data of incident, and attach screenshots or personal data to resolve the problem in less time.
However, a major drawback is the emotional barrier common to all digital communication channels. The customer might perceive the service agent as distant or disinterested, and this would undoubtedly negatively affect their experience, as well as their image of the company.
A trick to positively mark the first contact with the user and convey closeness is to design a personalized email signature with the name and even a photo of the agent on duty. It is also a good idea to include hobbies or personal tastes (although this will depend on the company's commercial sector and the client profile.
The idea of predefined templates and messages is to achieve a shorter response time , but to avoid the user feeling like they are talking to a machine. Therefore, you must ensure that the templates are adaptable and that the user's name or personal data can be included.
Most Help Desk Software allows you to create templates and set up automated email flows using variables to add customer information at the time of sending. These templates usually have a structure like this.