There is significant growth in customers who prefer to interact with customer service representatives via email. If your customer service email responses aren’t helpful, your customers won’t be happy with you, and you risk losing them to a competitors.
Here are some tips you can use to improve your customer help desk emails to provide your customers with the service they need.
Quick Response Time
The normal average time that it takes for a business to respond to a query sent through email is 24 hours. If your response time is quick, this will make a huge difference. If you reply quickly, your customers’ know that they can rely on you and trust you. In turn, they will be more likely to continue buying your products or services.
You can create accountability for your agents for their response times and set up Service Level Agreements (SLAs). This is an agreed time period that your representatives should respond and resolve tickets.
Companies also use canned responses for quicker response times. These are pre-written response templates that representatives can choose from with a single click. Instead of typing up the same response every time, your team can simply choose a canned response edit as per the requirements and move on.
Empathize and Fix the Issue
You have to make sure your customers feel heard – you’ll show them you understand and value their concerns. This also gives them a chance to reiterate if you misunderstand the issue they are trying to communicate.
Solve any issue right away and offer them something extra. Make your response personal for best results.
Keep it personal
Personalized your emails when responding to customers, be sure to use their first name. Don’t use impersonal titles or refer to them as a case or ticket number. When you use their name, they’ll know that they’re dealing with a real person.
Link to the FAQs
It is good to point them to FAQ sections to keep your emails shorter. This will help to explain the solution in greater detail.
It is best to link them to the knowledge base rather than listing out various steps for solution in the email. That way, they’ll be able to fix their issues with the help of the article instead of having to go back and forth with an agent.
Get Feedback on Email Support
Once an email has been closed out and the customer has been taken care of, it’s important to get feedback from customers. To do this, send them an email containing a customer satisfaction survey.
Keep this email simple and friendly, but be neutral. You never want customers to think you’re trying to persuade them to give you a positive response.