Despite new technologies, email support service has been a very trusted medium for communication throughout generations. Approximately, there are more than 250 million people in the United States who use email. Moreover, statistical predictions ensure that this ratio will grow even higher in the future. Although other channels of communication are available, still a vast number of users opt for email when it comes to customer support service.
Why is Email so Effective?
Email support service is an efficient way for consumers to communicate with companies because of several reasons:
- Files attachment: this feature of email allows you to attach visuals and documents with your email.
- Easy availability: you can send and sign up an account anywhere free of cost.
- Ensure Confidentiality: it is a trusted channel that ensures that your personal information is threat free and does not allow any unauthorized access to your account. It offers two-factor authentication to make sure that the user is authorized or not.
- Describe your issues in detail: it allows you to write detailed information about the issue. You are not bounded to 140 characters only.
- Cost-effective: well! It is totally free as we have mentioned above.
- Customer surveys: to enhance customer experience, it allows customer survey.
- Documentation of the transaction: email customer support also provides documentation of the transaction.
Well, the right customer support service with effective email communication can up your game in the business realm. Moreover, email creates a permanent record of communication, so, if in any case, something goes wrong, the customer has an opportunity to access the record again. Statistically, Americans tell 11 people about a good experience versus, 15 people about a poor experience. Also, 51% of customers will never trust your business again if they have experienced something bad even once.
Email customer support does a good job, but how?
Since we know email communications are essential for effective customer support service now we see how. You have to keep some important aspects in mind while offering good customer service:
- Clarity
For a successful customer experience, clarity is the first important ingredient that ensures the quality of communication. Because the interaction is not face-to-face, it is virtual, therefore, chances of misunderstandings are high. Being professional customer service representatives, it is your responsibility to understand exactly what the issue is. For this purpose, here are a few tips to ensure clarity via email:- Confirm and clarify follow up questions that are not 100% clear.
- Use proper grammar, spelling, and punctuation.
- Use proper formatting and structure.
- Make sure that all the links are functional that you include.
- Be minimalist, and use simple language.
- Do not forget to proofread and review.
- Speedy response
The speed of the response is the accessibility component that proves that customer is satisfied. Email is an instant gratification situation that gives a response right away. According to the researchers, 41% of consumers expect an email response within 6 hours, whereas, 14% do not respond. Therefore, be quick in your response.
If you analyze email’s penetration in business, you will come to know that 90% of contact centre’s offer email for customer support service. In addition, a survey has revealed that more than 70% of customer service representatives prefer email for communication with companies and customers.
