Writing good customer service emails

Agreeing on certain rules, reference points and values in your customer support process—basically, putting together a simple customer service style guide—will help everyone doing support in your company be faster and more efficient at it. Customer Service Email Tip 4: But it does make a difference. Researchers at UC-Riverside tested the order in which they delivered news to subjects, and gauged their responses and behavior.

Writing good customer service emails

You feel like you answer the same questions day in and day out. Practice makes perfect and setting yourself the challenge to improve keeps you interested.

There are always things you could be doing better in your conversations. In my experience, most emails we receive in support fall into into three buckets: I love you, but here are the things that you need to change.

Writing good customer service emails

I am a new user, do you have XYZ thing? That being said, it would be pretty cool if you could add a sorting feature.

Right now I do it manually and it takes up a lot of time. You do a really poor job of letting customers know what to expect and an even poorer job of guiding them through the set-up process.

I just have a few questions before I get started. Is there a way to favorite things? Have you seen these emails or something that looks like them before? Using just three components you can almost always get the customer from unhappy to successful in a few short emails.

Components of a support email You can respond to every email using some variation in the order of these three components. Think of them as the flour, water and eggs in your cake, and everything else as the flavoring or frosting.

Assure them you are taking steps to fix this issue, or have spoken to someone who can. I could definitely see how you would want to have a sorting feature like that. Acknowledge the issue that they are bringing up. Assure them that you are taking steps to fix this issue, or have spoken to someone else who can.


Could you let me know what specific features you were running into problems with so that i can try to shed a bit more light on their expected functionality? I definitely understand how it can be frustating to sign up for a service and have it not work the way you think it should, so hopefully we can get this sorted out for you.

These are great questions. I have a ton of data in my account, and what I use instead is this tool: You can read a bit more about how to get that setup here: You can totally add your boss. Keep your eyes peeled. I hope that helps, but let me know if you have other things that come up.

As you can see, there are many variations of the same three things: An internal style guide can save you time and energy while still providing your customers with a stellar experience. Use saved replies as chunks of emails, rather than the whole thing.

If you find yourself writing the same blurb in response to feature requests, save it for use later. You can do this using a tool like Text Expander, if you feel the saved reply would only be beneficial for you.

Using prewritten responses saves more than time and effort. They ensure you are giving a quality response every time. Use documentation to answer simple queries Creating documentation that can be found via an easy Google search will help minimize the number of newbie questions that you get, but it will also add additional resources for you to use in your responses to customers.

It allows you to pass down tools and tricks of the trade like Acknowledge, Align, Assure to new team members without having to reiterate it every time. Rhetorically, acknowledging, aligning and assuring is one of the most solid ways to give your customer a great experience.

Play around with the ways that you can use each of them in your common responses and adding them to existing saved replies.A great email makes the customer feel like the hero of his own story without being overbearing.

A great email helps the customer to feel better about the brand and the company because the person on the other end of the line cares what’s being conveyed and how it’s being conveyed.

Every customer service email is an opportunity to build stronger relationships. Editor’s note: This post has been updated for accuracy and freshness. The original version first appeared on the Groove blog on September 26th, Any given company probably sends hundreds of customer service emails.

A Brief Guide to a Better Email How to write support emails that your customers will love. - Customer Service Team.

Notes. Say you’re sorry.

About the Author

You’re there to help people, not make them angrier with a bad opening line to an email. And it’ll remind the customer about the good things they do enjoy about you. Good. Hi Erin! I’m so. To give customers a consistent experience, the voice and tone of your company’s customer service emails should be consistent with all the other ways your company speaks to customers.

If you want customers to trust the information you give them, your emails have to sound like, well, you. She explained the current state of customer service email, why it’s still an important channel, how social media has changed customer expectations, and how to write emails to customers in the age of social customer service.

Read on to start writing better customer service emails. The anatomy of a customer service email. Customer service emails are support and sales exchanges that aim to resolve a specific problem.

If you have any kind of email address posted on your website, no matter for which department, you will get customer service emails.

How to Write a Customer Service Email: 12 Steps (with Pictures)