August 24, 2020

Increase Satisfaction with Email Customer Service Best Practices

an image of multiple elements that go into email customer service best practices

Learning the ropes of email customer service best practices can be crucial to satisfaction and brand loyalty because of its prominence as a top communication channel. Specifically, 62% of consumers use email to reach out to customer service. With that type of majority, your team needs to know some of the best practices to appropriately assist customers to meet their needs, which can help your customer experience management strategy in the long run.

Email Customer Service Best Practices #1: Respond Quickly

A study from SuperOffice revealed that the average response time for a customer service request is 12 hours and 10 minutes. That’s plenty of time for people to become unhappy and lose faith in a brand. By significantly reducing the response time, you tell customers that their voices are valued and heard.

You don’t have to respond immediately, but there is a small window where you can make the most impact. According to a survey by Toister Performance Solutions, 31.2% want a response in one hour or less, which satisfies 88% of the survey group. Getting back in that time can help you satisfy customers even through email channels.


Email Customer Service Best Practices #2: Keep it Short and Simple

When your team does respond keep the message short and straight to the point, and try not to utilize technical jargon to avoid any confusion. Even if the help you provide is limited, people will still appreciate a short and straightforward message instead of a lengthy excuse. If you’re providing a multi-step solution, keep the descriptions short and clear. You can even provide images if it helps to better illustrate the solution or include links to helpful pages on your website.

Clear communication without any misunderstandings goes a long way to keeping customers satisfied and loyal to you.

Email Customer Service Best Practices #3: Personalize The Email

Forrester says 89% of business are investing in personalization, and you can join the crowd by tailoring customer service emails to include specific details about the customer and their purchases. Address them by name or specifically mention their actual issue, product, or service. If you want to go further, you can even include your name in the signature instead of the company name so that people know a specific point of contact.

an image of multiple email messages to show off personalization

With a few words, a customer service email shows that you highly value the trust and investment people place in your brand and make them feel like an integral part of your success.

Email Customer Service Best Practices #4: Keep Them Updated

Even if you don’t have an immediate solution, it’s still worth sending a message to your customer. If possible, you can provide a tentative timeline on when you expect to learn more or can address their specific concern. If further updates are required be honest about it.

People want to know they are being heard and taken seriously. Without any updates you tell people that you are ignoring their messages, which reduces satisfaction as well as retention.

The Long-Term Impact of Your Customer Service Emails

Taking advantage of these email customer service best practices can help teams satisfy and keep customers in the long run. Whether it’s a simple billing issue or an unexpected product error, customer service members can use the tips above to stay calm and collected while addressing customer requests, issues, and needs. When done right, your customer service team’s actions can convert fans into advocates for your brand.

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