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To people on the receiving end, a single interaction can make or break their customer experience. Email affects everything from repeat purchase rates to lifetime value to how someone talks about your brand privately and publicly.

Given its centrality to not only support management but to your business as a whole…

Here are 10 tips to send better, faster customer service emails.

1. Personalize your email interactions
Personal service is the “synergy” of the customer support world—a buzzword used way too often without thinking about what it means. While “<first_name>” email templates are helpful, personalization really comes down to making your customers feel like they’re doing business with a human, not a company.

About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. Of course, if you manage support primarily through email, “speaking” takes place through the written word—where it’s easy to come off as anything but personable.

A customer service email isn’t a transaction; it’s a conversation between two humans. By introducing yourself to the customer and using your name as well as showing your face, you create a far more relatable customer service experience.

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One thing I’ve seen firsthand and that’s also confirmed by 2018 Zendesk Research is that customer satisfaction for email support lags behind chat by 3% and behind phone by as much as 9%. Why is this the case? Phone and chat are typically both synchronous communication channels where, even if there’s a wait for a call or chat, when you eventually do connect with an agent, you have a live, captive audience. And contact center phone providers have innovated tools like Queue Callback to make the phone wait experience much better.

Email, on the other hand, is asynchronous which means that you’ll wait for however long it takes the company to reply — magnifying the impact of a wrong or incomplete response from support that requires multiple replies. Unless a company is committed to staffing up its email team to respond in minutes instead of hours or days, customer satisfaction will suffer.

Recommendation: Add live channels to your support channel mix. If you either don’t offer live channels or they’re minimized in your operation, It may be time to consider adding phone, chat, and other emerging messaging channels and staffing appropriately. In addition, adopt an omnichannel strategy and equip your agents to move a conversation to a live channel if the situation demands it.
Another catalyst for the move away from email is the cost — and part of the problem is that understanding the cost per contact for email is tricky for a couple of reasons. The first is that many customer service professionals aren’t solely focused on handling email. They might instead be tasked with handling email in between calls and chats. So one can’t easily determine how much time was spent handling email versus other activities, whereas phone and chat have a clear handle time that’s tracked.
Recommendation: Understand and reduce cost per contact. As mentioned, it can be a challenge to understand cost per contact for email but it’s almost certain that there’s money to be saved by moving email volume to chat because of the ability to handle multiple conversations concurrently. But when you look at the amount of back and forth to solve an email, the live support of a phone call likely comes out on top as well.

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Short for electronic mail, email (or e-mail) is defined as the transmission of messages over communications networks. Typically the messages are notes entered from the keyboard or electronic files stored on disk. Most mainframes, minicomputers, and computer networks have an email system.

Some electronic mail systems are confined to a single computer system or network, but others have gateways to other computer systems, enabling users to send electronic mail anywhere in the world. Companies that are fully computerized make extensive use of e-mail because it is fast, flexible, and reliable.

Recommended Reading: Webopedia’s webmail definition.

Typical Components of an Email System
Most email systems include a rudimentary text editor for composing messages, but many allow you to edit your messages using any editor you want. Some systems will also provide basic formatting, including bold, italics, font color and HTML. You can use the program to send the message to a recipient by specifying the recipient’s address. You can also send the same message to several users at once. This is called broadcasting.

Sent messages are stored in electronic mailboxes until the recipient fetches them. To see if you have any mail, you may have to check your electronic mailbox periodically, although many systems alert you when mail is received. After reading your mail, you can store it in a text file, forward it to other users, or delete it. Copies of memos can be printed out on a printer if you want a paper copy.

All online services and Internet Service Providers (ISPs) offer email, and most also support gateways so that you can exchange mail with users of other systems. Usually, it takes only a few seconds or minutes for mail to arrive at its destination. This is a particularly effective way to communicate with a group because you can broadcast a message or document to everyone in the group at once.

Although different email systems use different formats, there are some emerging standards that are making it possible for users on all systems to exchange messages. In the PC world, an important e-mail standard is MAPI. The CCITT standards organization has developed the X.400 standard, which attempts to provide a universal way of addressing messages.

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