Using E-mail To Improve Your Customer Service Operations – Kapdesk


There is no denying that a lot of companies are extensively focusing on multi-channel support and this, more often than not, can lead to underutilization of other prevalent channels, such as email.

A lot of businesses are under the false notion that email is a dying medium of communication. The notion is wrong and harboring such ideas can lead to a slew of lost opportunities. There are still many uses of email, and if used intelligently, it can have a substantial impact on your customer support and service.

As an organization, you are looking forward to making your customers feel valued, and keeping in touch with them on a constant basis is one of the prerequisites to achieving that. You can really build upon your customer relations if you use your email channel in these particular ways.

1. Expressing gratitude
There is no substitute to appreciation for your customers than when it comes to making them feel more valued. For instance, a personal thank you message from the company for the opportunity of doing business with them can go a long way.

In the mind of the customers, this reinstates the fact that you as an organization really value your customer base and would go the extra mile to make them feel special. Adopting behavior like this can help you retain more customers, which is always a big win for any business.

2. Helps you establish a personal connect
The idea of having a customer service system in place is to help your customers solve issues by helping them navigate through any query regarding your product. Each and every query or problem also presents you with an opportunity to build a relationship with the client and establish a personal connect.

In order to initiate this relationship, you can start by gathering customer information through the data that is already available on your website. Send greetings and celebratory emails to your customers on special occasions, such as birthdays and anniversaries, and use these opportunities to provide them with a discount on their next purchase.

When you ask them for feedback, thank them personally by using the medium of email, and solve any transgressions that might have taken place. This kind of personal connection will help you maintain and build relations that will ultimately help your business grow.

3. Communicating any changes that take place
Ensure that you keep your customers in the loop regarding any major changes that take place in your products and services. Sending relevant newsletters to inform them of the same can prove to be beneficial. Also, let your customers know that their feedback is always appreciated and is always taken into consideration while building on existing offerings.

4. Automate the ordering processes
Automation is important, and that’s where a good customer care system comes into play. Ensure that you set up your order system in a manner wherein an email response is sent as soon as an order is placed. The process may not just be limited to acknowledging the order, but can also let the customer know that their payment is being processed.

Email is a great medium for delivering support to your customers and working to correct their grievances, and should never be ignored by a business. An even better approach to handling email customer support is to make it work in tandem with other platforms like social media and live chat.

All in all, email can simplify a business’ customer service and make the customers feel valued, which, ultimately, should be the aim of every business trying to make big on customer satisfaction and retention.


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