27 TH JAN 2019
In today’s world, email is one of the leading forms of communication. Did you know that over 73% of millennials prefer to use email when dealing with companies?
That’s huge, and ungenuine email interactions can severely hurt your business. If you’re looking for a guide on how to write a good customer service email, this read is for you.
7 Easy Hacks to Writing a Customer Service Email
Don’t over think it, but don’t underthink it either.
What we mean by this is that people like working with people. An email should be simple while avoiding messages with robot tones.
1. Your Name
Remember the ancestor of email? Handwritten letters!
When you received an invitation in the mail it was clear who it was from and why they were writing to you.
A service email should be similar. Lead with an actual name, not the company support team.
2. Their Name
If your name is important, so is your customer’s.
Emails aimed at a wide audience with headers like Dear Neighbor, Friend, or Investor all come across as generic.
It’s not hard to address someone by name, so don’t be the company that fails to do so.
A company should never rule out all slang or modern trends in vocabulary.
Colloquialisms are a way to build connections with people and for customers to know that they’re talking with a person, not a computer.
Do some planning to figure out which colloquialism synergize with the language of your company, and then make sure your customer service team is aware of the freedom to use them.
Know what that means?
It’s the “Explain It Like I’m Five” technique, and it’s powerful.
Usually, people don’t like things explained to them slowly or as if they’re five, but that’s when people are face-to-face.
Email is different.
The eye skims for lists and breaks the process down faster than if you were to explain it to them like they were thirty-five.
5. When to Automate
Wait, are we saying it’s okay to use some automation?
Because when you have 125 people asking the same thing every day, you shouldn’t have to rewrite the same email 125 times.
Use some automation to help with FAQs, but make sure the email is still addressing people by name and the sender is personalized.
6. Saying No
It’s no shocker that people don’t like hearing “No.” So, the way they get told it matters. Especially in email.
A shocker is that people don’t like hearing “no” in a casual way and prefer a professional tone.
This is something to keep in mind when writing to specific audiences about matters of what your company will do and what they won’t do.
Our main recommendation is to do your research before saying “no” to a customer. This can save you from losing customers down the road.
7. Response Time
The current rule is: the faster the better.
If a customer has to send a follow-up email it means they know they’re looking at them, and this is bad for your brand.
Try to respond ASAP, because that care will go further than you think.
We hope this guide on writing a customer service email has been helpful. For more on how to make your business better, check out our blog!
If you’re curious about increasing the performance of your business, reach out and contact us. We’re here to help you have the best business around!