Email communications are inherently social; but of course, social in a very different context than communicating via today’s social networks. Many e-commerce companies are charged with delivering customer service through email; and that is not an easy task. Intentions, tone, and meaning can often be misconstrued in writing. Here are 5 tips for making your intentions clear and delivering a greatcustomer service experience via email communications:
- Answer Quickly: Most customers who email have an expectation of receiving a very quick response. Therefore, emails should be answered as soon as possible. Common sense dictates that someone is not always sitting on the other end waiting to reply immediately. That being said, emails should be answered the same business day or by the following morning. Answering quickly not only satisfies customers, but can be better at converting sales, and can also cut down on more work within your company. If the customer gets tired of waiting for an email, they may call and then you will still end up responding to them as well. Remember that quick doesn’t mean callous. It is imperative that you read over your emails and plot out a careful, well-thought-out, and thorough response.
5 Tips for Delivering Excellent Customer Service Through Email
