In order to retain your customers or even get prospective customers, you need to know how to write a good support email. Support email, I mean, how to reach your customers using the most friendly and welcomed email format by all customers.
It is true that not all customers will like a particular format because everybody must not like your pattern. But, the number of customers who may disagree with your email pattern should be considerably low in number.
In this article, I’ll show you Simple Steps to compose a Good Support Email.
Writing a Good Email Support.
What are these simple steps?
- Address with the consumer by their names.
- Thank the patron
- Answer all the customers’ questions.
- Deal with the underlying emotion of the e-mail.
I’ll explain them one after the other in the course of this article. Let’s run through this article together.
Address the consumers by their names
Some customers especially professionals are always weakened by salutations like Hi Sir, Hello Madam and so on. The best way to address your recipients is to use their names. While you compose a good support email, try to avoid obscure salutations. See this article on how to start an email with examples.
It would be advisable not to reach the customer at all than to address him by a name that irritates him or her. It’s your first step of losing such customer.
What is the essence of addressing a customer by his/her name?
In case you don’t know the joy customers derive from you addressing them by their names, just look at this.
It creates sense of recognition. It is always surprising when someone you just or never met addresses you by your name. You feel important. Your customer won’t like to lose his relationship with a known or an unknown person who addresses him by name.
At the same time, you will also like to relate with the stranger that addressed you by name. You become free with him or her. That’s where the relationship starts.
More so, it creates familiarity. When you address a customer by his name while composing an email for him, it looks like you have known him for years. And as such the customer would like to maintain that relationship.
You need to consider all these in order to compose a good support email.
Thank the patron – A good email support factor
The customer is the usage of your product/provider and cares enough about it to write down to you. So, whether or not it’s a criticism or a “how-to” question, they have taken an interest for your agency and that ought to be met with gratitude.
That is one of the ways to write a good email support. Not just that, it shows your expertise experience as a customer service provider or business owner.
In this step, you need to give them recognition on some areas. Even though they might have addressed you in a harsh manner, you don’t have to reply in a harsh manner as well. Treat them as eggs which should not be allow to break because once that happens, it done forever.
- Thank them for bringing the problem to your notice.
- You may thank them for using your product or being interested in it.
- Also, thank them for giving you an amazing feature concept.
By giving them such thanks, it helps them understand more about your products.
Answer all the questions the customer asked
Solution to all the questions the client requested is the key. Irrespective of how brilliant your email is, the primary aim of the customer is to gain a simple and complete guide from you concerning a particular thing. This simply means that, they need to get a solution to move on with your products. So the principle customer service talent is to continually value the customer’s time and supply them clear solutions to all their questions in a single move.
Another point to consider while you try to write a good email support is consistency. Don’t delve even a bit to another issue which the customer did not request. Go straight and hit the nail on the head.
Don’t make your answer look like the customer needs a 365 day to study it. Make it look very simple and straight to the point.
In case you need greater time to reply some of their questions, then move beforehand and say it. Don’t make the client feel like you did not study their full email.
Deal with the underlying emotion of the e-mail
Just like I mentioned in the second step, you need to learn how to manage customers’ emotions. In your email or reply to them, you need to sound sorry for the inconveniences they went through.
In addition, you can tell them to always reach you as soon as possible, that you are always available to help. That is how to write a good support email
A few customers are calm and composed once they write to you. But a few are pissed off and indignant customers. It’s natural because what might appear like a simple hassle to you is actively preventing them from getting what they need.
So, if they sound tensed or unhappy or indignant or frustrated, move in advance and cope with it. Reassure them that you are doing everything you can so they don’t experience that anymore. If there is nothing you can do to assist, do well to inform inform them.
In your information, include the reason you cannot assist or do anything. Don’t just give any reason, but give a cogent reason.
Wrap up – How to compose a good support email
Writing a good support email calls for useful skill. It’s not something to wing. As a customer service provider or business owner, you don’t have to listen to any customers tone. Just go straight to the point. However, you should have your own tone of communication, a mild tone, no matter how odd the customers might be.
You can share this great idea with friends on social media. Also drop your comments and contributions.