Customers prefer to communicate with customer support representatives by email. This is a significant increase in customer preference.
Your customer support email responses should be helpful. Customers will not be satisfied with you and they may switch to your competitors.
These are some tips to help improve customer support desk emails and provide the best possible service to your customers:
A business’s average response time to an email query is 24 hours. It will make a big difference if you respond quickly. Your customers will trust you and be able to rely on your quick responses. They will then be more inclined to buy your products and services again.
Service Level Agreements (SLAs) can be used to hold your agents accountable for their response time. This agreement stipulates the time frame within which your agents should respond to and resolve tickets.
For faster response times, companies can also use canned responses. With just one click, representatives can access pre-written responses. Instead of writing the same response each time, your team can choose a canned response that you can edit according to the requirements.
Help to Fix the Problem
Customers must feel heard. This will show that you value and respect their concerns. They can also ask for clarification if they don’t understand the issue.
You can solve any problem right away, and then offer something more. Personalize your responses to get the best results.
Keep it private
Personalize your emails to customers. Make sure you use the customer’s first name when responding. Avoid using impersonal titles, or referring to them as a ticket or case number. If you mention their name, they will know that you are dealing with a real person.
Link the FAQs
To keep your emails short, it is a good idea to direct them to FAQ sections. This will allow you to provide more detail.
It’s better to connect them to the knowledge base than to list out all possible solutions in an email. This will allow them to solve their problems with the article and not have to consult an agent.
Send Feedback on Email Support
After an email has been closed and the customer has been dealt with, it is important to receive feedback from customers. Send them an email with a survey about customer satisfaction.
Be friendly and brief in your email, but remain neutral. Customers shouldn’t feel pressured to respond positively.
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