Although it may seem confusing at first, it isn't. The variables are automatically updated when the software detects the customer's email address. It then takes their name and request from the database and fills in the fields with virtually no human intervention.
Email customer service doesn't have to be limited to receiving complaints and sending responses. You can also leverage a conversation thread to include actionable items, such as:
Links to specific content within the company's knowledge base, where the customer can find solutions to their problems or similar issues.
Feedback requests to measure agent performance (once the issue has been resolved).
Example for you to take into account:
Hello, Marta.
I'm glad to hear that your problem has been resolved.
Please feel free to contact me again if you need any help.
with something else.
By the way, I invite you to rate my service below:
How was my response?
Bad Good Excellent
- Promise to write at a certain time and use the sending schedule
Few things make customers fall in love as much as feeling like they are a priority for the company. Being a priority means receiving what is promised on time, so punctuality is worth its weight in gold.
An easy-to-implement, yet highly effective strategy is to promise the user that they will receive a response at a specific date/time, and schedule the delivery in advance. This way, even if the actual process took 10 minutes, you will be communicating the idea of a responsible and professional service.
Typically, professional Help Desk Software vietnam telegram data includes the option to schedule one or more emails to be sent automatically (e.g. Zendesk and Groove ), but this option can also be found in some email platforms such as Outlook and Gmail (using extensions).
- Whatever happens, write positive
I'm not talking about adding heart emojis and smiley faces (although that can be a good idea depending on the case), but about transforming any possible negative circumstance into a positive one by eliminating the "no" and the "but."
For example:
Rather…
Sorry, but we can't help you without checking first.
your identity.
To protect your account, we need to verify your identity.
You can do it at the following link . Once you have
Once the process is complete, we will be happy to help you.
- Be thankful
thanks GIF
You can never be grateful enough in life. The same goes for customer service.
Your customer service protocol should include this as a maxim to ensure a positive experience: thank the customer for having contacted you; thank them later, throughout the resolution process, and thank them at the end, for having given the company the opportunity to solve their problem.
Final comments
Customer service via email is a practical and effective way to provide efficient service, but there is always room for improvement.
Having a Help Desk Software will allow you to configure everything from personalized signatures to predetermined messages, not to mention that its implementation is very affordable for SMEs.
Here are some examples of the software you can check out in our database. You also have the option to compare dozens of tools and request a free quote.