Make it easy for your team members to find the answers they need and get them across to customers as quickly as possible. When a customer reaches out, the amount of time it takes before your team responds or resolves the issue can have a tangible impact on their experience. Humanize your responses as much as you can by encouraging your team members to be themselves, using language that feels natural, and recognizing that your customers are humans, too. This level of identity can help deter customers’ problematic behavior and drive deeper relationship-building and mutual trust. When customer service representatives use their names and identities for their signatures and avatars, it broadcasts individual people rather than faceless representatives for a big company. The same goes for when your team members use their own names. Using their name conveys that you see them as a person with an identity rather than just a faceless customer. There’s another aspect of speaking humanly: Using the customer’s name. The more you allow your team to use their own language within customer service emails (while remaining professional, of course), the more natural the conversation will feel for your customers. Contractions, slang, and even emojis are totally acceptable if they match the tone of the customer’s original message. When working with your support team members to improve their email strategies, encourage them to use language that feels natural. Here are some actionable tips for your team to consider and implement in your customer service email strategy. 11 tips for writing better customer service emailsĬreating an excellent email strategy starts with identifying the critical aspects of writing a good email and building them into your team’s day-to-day practices. Sometimes it’s the old standards that do the best work. Many might tell you that email is too impersonal to deliver the kind of excellent customer service that people expect, but when you carefully craft your emails to be considerate and quick, there’s little that you can do to provide a better experience.Ĭonsider these tips, tricks, and templates before you make any decisions relegating customer service emails to the past in favor of newer technologies. With each step that our industry takes into the future, we rely more heavily on tried-and-true platforms like customer service emails to solve customer dilemmas.
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