Creating Efficient Email Strategy for Customer Support

Nowadays, every business owner knows how significant it is to provide exceptional customer experience. And there is no surprise. According to research conducted by Walker, customer experience will surpass price and product as the key brand differentiator by the end of 2020.

Digital Marketing Trends report made by Econsultancy reveals that one of the most exciting opportunities for major companies in 2017 remains customer experience. Why? In fact, brands who successfully implement CE strategy show better results in increasing revenues, reducing customer churn and achieving higher customer satisfaction. What is even more important, more than 60% of clients are ready to pay more to get a better experience.

In such circumstances, companies should understand that providing customer support in a professional and timely manner is vital for brand’s success. No doubt, a strategic way to manage all customer related questions and cover all of your bases is using multi-channel support services. You can take advantage of various tools like social media, live chat, phone, email or any other platforms.

In any case, no matter what channel you apply, the primary goal is to deliver a WOW support in hopes that first-time clients will return as regular buyers sharing their experience with friends. Email is still one of the major tools which can help you control sales management and keep in touch with clients on a regular basis and in a more personal way.

Email marketing technology is used by 82% of B2B and B2C companies (according to Ascend2).

Thus, efficient email strategy is crucial for business grown. Keep on reading to find out how to create a winning one.

Helpful tips for creating efficient email strategy

One of the best ways to market your services or make customer upselling grow is to send marketing materials concerning promotions and new products with the permission of the customers. But it doesn’t mean that you’re free to send them unsolicited emails that are also known as spam. Besides, if your company has any kind of email address posted on the website, be sure to get the customer service emails.

56% of companies currently use an email marketing provider and are 75% or more likely to be purchasers of marketing automation software over the next year (acc. to VentureBeat).

Of course, in addition to perfect grammar and catchy content, there are other essential components of good email. Let’s see some of the main things you can do to enhance your email strategy and make it as efficient as possible.

1. Use simple language.
   Avoid complex language or jargon in your customer service e-mails. First of all, using terms that require two degrees in the particular field to get it is counterproductive as can cause even more questions from the client. Besides, choose your words carefully if you don’t want to get into the email marketing traps such as spam filters.
2. Respond promptly.
   There is nothing more irritating for a customer than to send an email and wait for a response from a company for too long. Do your best to respond as soon as possible to each client email. Even if you opt for an automated response, make your customers know that they can expect to receive a personal response.
3. Address the customer by name.
   This advice may seem obvious, but still too many customer support agents continue to ignore it. If you want to make your communication with the customer personal and show your appreciation, use their name instead of case numbers and strange titles like “client.”
4. Solve customer’s problems.
   There is no need to send an email just stating the fact that you received customer’s complaints. Make every effort to find a quick solution and respond to them. Depending on the complexity of an issue, you can use a range of tools (step-by-step lists, screenshots, examples, etc.) that will make your explanation easier to understand. Besides, send a follow-up email in a few days to let them know that their customer feedback is really helpful to your business before moving on further and make sure your client is satisfied with the provided help.
5. Use email templates.
   Some types of emails are common and tend to be regularly sent. If you are dealing with a lot of similar cases, creating templates will help you stay more productive and save you a ton of time. Personalize them in a few simple clicks with the customer’s name and any other required data.
   Over 75% of email revenue is generated by triggered campaigns, rather than one-size-fits-all campaigns. Automated email campaigns account for 21% of email marketing revenue (acc. to DMA).

And what’re your methods of preparing customer service emails? How do you make it more personal? Surely, having qualified agents who know how to create emails that catch customer’s attention and motivate them to purchase offered goods or services is a competitive advantage.

If your brand needs a professional team to take email strategy under control, turn to WOW24-7 for help. Our experts are ready to consult you and bring a personal touch to your emails.

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