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How To Improve Your Email Support For Customers

How To Improve Your Email Support For Customers. The Do’s and Don’ts of Email Etiquette, Make It Your Own, Always Use Positive Language

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How To Improve Your Email Support For Customers

Customers today seek a more convenient and efficient support channel. They do not have the extravagance of time to deal with long queues on the phone turn to email support.

Compared with phone support, emails are not at risk of being misrouted or getting interrupted by connection problems. It’s also easier for customers to review and keep track of their transactions as these are recorded in the Inbox.

As with any customer service channel, email support still needs a lot of improvement to meet the modern consumer’s ever-increasing demands.

The Cloud Tutorial found that only a few businesses offered customer-centric support channels in the past decade in the research they conducted. If you fall into this category, below are some guidelines on how you can achieve higher customer satisfaction through your support channels:

1. The Do’s and Don’ts of Email Etiquette

The Dos and Do nots of Email Etiquette

Email communication upholds the basic rules of grammar. Proper use of capitalization, punctuation, and language maintains a professional tone in your correspondence with your customer.

Don’t use emojis, abbreviations, slang, and spammer language. Don’t bombard your customers with lengthy, rambling paragraphs. Instead, write short and concise sentences.

More importantly, every interaction should be rooted in customer service’s two critical points: acknowledgement and empathy.

Acknowledge why the customer is writing in and how they feel about it. Most support requests come from customers who are frustrated or agitated due to an ongoing issue. Usually, the first reaction to this kind of situation is to dive into the problem to appease the other party quickly.

Before doing so, take the time to let the customer know that you understand their needs and thank them for the opportunity to lend a hand.

Empathize and listen to your customer. In face-to-face and phone support, active listening is the process of fully understanding, remembering, and interpreting what the speaker is saying.

In non-voice channels like email, this can be done by analyzing the word choice, tone, and other context clues in the message. By listening to their words, you foster a healthy interaction with your customer.

Invest enough time in making a customer feel seen. A customer who feels seen and understood is a more receptive partner in resolving issues.

2. Make It Your Own

Some companies receive hundreds, possibly even thousands, of emails daily. While it’s tempting to use templates or canned replies to cope with the job’s repetitiveness, you should always personalize your responses. The last point you want is for the customer to think that they’re talking to a bot.

The outcome of your correspondence largely depends on how well you can profile your customers. You can get a feel of their personality, temperament, knowledge, and how adept they are with technology within the first few exchanges. This should inform the overall tone of your service.

If their messages sound formal, reply with the same tone. If they appear to be having difficulty following your instructions or explanation, use the classic “explaining to a five-year-old” method. The goal is to have a conversation that sounds natural from start to finish.

3. Always Use Positive Language

Perhaps the most overused phrase in customer service is “I’m sorry”. Practice saying “thank you” instead of apologizing, especially for things that aren’t personally your fault (e.g., defective product or delayed delivery). You can also highlight the positive aspect of your customer’s experience by eliminating negative words.

Consider these examples:

  • Instead of “Sorry for making you wait”, say “We appreciate your patience.”
  • Instead of “We can’t do that”, say “Here is an alternative or workaround you may try.”
  • Instead of “Unfortunately, that’s not available”, say “I have other recommendations that would suit your needs.”

Using the right vocabulary can spell a huge difference and make your customers feel better. In most cases, customers rate your performance not based on what you tell them, but on how you make them feel.

4. Be Extra Sensitive Of Time

Email support may not be considered real-time communication compared with face-to-face or phone support. That said, you should always respond promptly. A frustrated customer won’t be happy waiting long on top of what they’re complaining about.

However, a quick turnaround time should not compromise the quality of your reply. Always make every contact count. Address concerns and answer questions correctly so that the customer won’t have to make follow-ups or repeat themselves.

As an exception to the rule of personalization, you may use templates or auto-replies only when making follow-ups to save time. You may also try bulk replying if you deal with high-volume cases regularly.

Remember, every interaction with a customer reflects your company’s values and the quality of your service. Email support should not only be focused on immediate resolutions. Ultimately, customer satisfaction comes from hassle-free interactions that feel personal and positive.

We are an Instructor, Modern Full Stack Web Application Developers, Freelancers, Tech Bloggers, and Technical SEO Experts. We deliver a rich set of software applications for your business needs.

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Business

4 SaaS Link Building Tips For Beginners

In reality, link-building is a tough process, especially in the SaaS context. Why? Backlinks for SaaS websites are difficult to come by, and with the rise of new SaaS businesses, this will get more challenging.

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4 SaaS Link Building Tips For Beginners

The most effective techniques to promote your software as a service (SaaS) business and increase organic traffic to your website are content marketing and search engine optimization (SEO).

Note that improving your SEO rankings entails acquiring more high-quality backlinks. Thus, it’s essential to increase the number of backlinks to your SaaS business’s website from authoritative, high-quality websites in order to boost its search engine optimization performance.

In reality, link-building is a tough process, especially in the SaaS context. Why? Backlinks for SaaS websites are difficult to come by, and with the rise of new SaaS businesses, this will get more challenging. Therefore, building links the right way is the key, and you can find out how to plan your own link-building strategy from https://linkflow.ai/saas-link-building/ and other helpful resources.

Link-Building Strategies For SaaS Companies

Regardless of your niche, you may need to actively develop backlinks to your SaaS business in order to get your content discovered, consumed, and, ultimately, attract new clients. Here are ways to do it.

1. Write Guest Posts

Building backlinks and establishing yourself as an authority in your field can be accomplished effectively through guest posting. When you create content that is both original and helpful, other websites may link to it.

Take the website’s domain authority into account when guest posting. It’s recommended that you start with a well-regarded website with a Domain Authority (DA) of 50 or above. In addition, it would be beneficial to search for niche-specific websites interested in your writing.

After discovering a website open to guest posts, your next step is to learn more about the site’s target audience and content before seeking content marketing managers. Also, check to see if there are any guest posting requirements for the site.

However, you should exercise caution in deciding which blogs to publish on. There’s a wide variety of authoritative websites, and the same holds true for blogs.

2. Take Advantage Of Brand Mentions

Utilize your SaaS network to its full potential and make the most of brand-mention opportunities.

Backlink mentions are an excellent approach to making use of the websites, businesses, and services that you discuss in the content you create. Utilize methods such as co-mentioning or mention-me-back to get the advantage from your network.

This is an excellent strategy to obtain backlinks with very little effort on your part.

Link-Building Strategies For SaaS Companies

3. Pitch Link Round Ups

SaaS isn’t the only industry that can benefit from link roundups, but it is one in which they excel.

A link roundup (also known as a link list) is a regularly scheduled set of external links to relevant online content, such as articles, blog posts, and other online resources. Audiences can use them to find new content to read and share. They provide a dependable method for website owners to acquire inbound links.

Creating high-quality content that follows SEO best practices is the first step to being featured on authoritative link roundups.

Content that is educational, thoroughly investigated, and supported by reliable sources has a much better chance of being included in link roundups. The odds of being featured will improve if you establish yourself as a reliable source of high-quality information.

4. Use Digital PR Tactics To Earn Backlinks

Digital public relations (PR) is one of the most effective long-term approaches to building SaaS links. Digital PR entails expanding a company’s brands using means like podcasting, webinars, and more to attract the media’s attention.

Here are some suggestions for digital PR link-building:

  • Surveys and studies
  • Trend reports
  • Podcasts, webinars, and conferences

In order to get journalists and publications to write about your material and include links to it, you need to generate linkable assets (also known as link bait) and market these to them.

Important Factors In Back Linking

There are differences in the quality of the links. However, how can you evaluate whether or not a link is of high quality?

A link’s anatomy can tell you if it’s high- or low-quality. Look at these principles:

  • Relevancy
  • Anchor Text
  • Domain Strength
  • Page Strength

Once you’ve made it to the first page of Google’s search results, you can take it a step further by analyzing the anchor texts used by your top competitors to learn which type of anchor Google prefers and then using that data to guide your own link-building efforts.

Conclusion

The success of your SEO and the development of your SaaS brand depends on your ability to create and implement a comprehensive backlink strategy.

While it’s true that link building is more challenging for SaaS companies, it’s doable with the right strategy.

If you do it well, you may create an endless supply of high-quality links that will attract new clients.

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