Today, customer support email remains a critical channel for businesses to communicate with their customers. Studies show that 63% of consumers prefer email for customer support, making it a valuable tool for companies to build long-lasting relationships with their clients. But with the sheer volume of emails flooding inboxes daily, how can businesses ensure their customer support emails stand out?
In this article, we'll explore some tips and best practices on how to write customer service emails in 2024, helping your business improve customer satisfaction and loyalty.
What is a customer support email?
A customer support email is a form of communication between businesses and their customers, where customers can reach out to receive assistance, ask questions, or report issues.
According to a recent study, over 80% of consumers expect a response from customer support within 24 hours of emailing. With such high expectations, businesses must be equipped with the tools and strategies to write compelling and efficient support emails that meet their customers' needs.
Why customer support communication is important
Customer support communication is critical in building and maintaining a successful business. The importance of customer support communication can be summarized in the following points:
- Customer satisfaction: effective communication with customers helps to address their concerns and issues quickly and efficiently. This improves their overall experience, which is critical to customer satisfaction.
- Customer retention: good customer support communication fosters loyalty and keeps customers returning. Customers are more likely to remain with a company that responds quickly to their needs and provides excellent customer service.
- Brand reputation: how a company communicates with its customers reflects its values and importance. Good customer support communication can help build a positive brand reputation, while poor communication can damage it.
- Sales growth: excellent customer support communication can lead to increased sales. Customers are more likely to purchase from a company they trust and feel values their business.
- Competitive advantage: good customer support communication can set a company apart from its competitors. Customers are likelier to choose a company that provides excellent support and communication.
8 tips for writing perfect customer service emails
Writing a customer service email that is both professional and effective can be a challenging task. To help you achieve success in your emails for support services, we have compiled a list of eight essential tips. These tips will guide you on how to write customer service emails that leave a positive impression on your customers and help you to build a strong relationship with them.
Keep it simple
When writing an email for support, it's essential to keep it simple and easy to understand. Avoid using technical jargon or complex terms that the customer may not understand. Use simple language that is easy to read and comprehend. Keep sentences short and to the point, as long sentences can be confusing and difficult to read. Use bullet points or numbered lists to break up your support email into sections. This helps the customer to identify the information they need quickly.
Headings and subheadings help to organize your email and make it easier to read. They also make it easier for the customer to skim through the email and find the necessary information.
Active voice is more direct and easier to understand than passive voice. Use active voice in your email to make it more straightforward and concise.
Furthermore, use examples to illustrate your point and make it easier for the customer to understand. Samples can help to clarify complex concepts and make them more accessible to the customer.
Think about the subject line
Statistics show that 47% of email recipients open emails based on the subject line, while 69% of individuals classify emails as spam solely because of the subject line. No wonder, since it's the first impression people get when they open their email inbox. That's why you should take choosing the subject line seriously.
In the fast-paced 21st century, people no longer tend to spend much time reading long messages. So, keep your subject line relatively short, for a maximum of 9-10 words and no more than 60 characters. Clear and concise messages help to quickly grasp the key points without investing significant time and effort. Moreover, it enhances the readability of your email on mobile devices with limited screen space.
Think over the subject line thoroughly and incorporate a little personalization. This will increase open rates, build strong relationships and demonstrate your valuable attitude to your customers.
Using a subject line, you can make your email stand out to the recipient among hundreds of spam and advertisements. This way, clients can easily identify your message, and your support team will resolve all their issues quickly and efficiently.
Address your customers by their name
According to a study, personalized emails have a 29% higher open rate and 41% higher click-through rate.
Addressing customers by their names in a customer service email is essential to creating a personalized experience for customers. It is a simple yet effective way for your customer service reps to build rapport and establish customer trust. It also helps to set a friendly and approachable tone and makes customers feel valued. When you use a customer's name, you convey a sense of care and attention, which can positively impact their perception of your brand.
It is important to note that using a customer's name should be done respectfully and appropriately. Make sure to use the correct spelling and form of address (e.g., Mr., Ms., Dr.). Avoid using informal nicknames unless you have received permission to do so.
Always say 'Thank You' to your customers
Showing gratitude and appreciation for your customers can go a long way in building a solid relationship. Thank them for reaching out and for their patience and understanding. Expressing gratitude and appreciation is crucial to writing a perfect customer support email.
Saying 'Thank You' to your customers shows that you value their business and appreciate their effort to reach out to you. It can also make them feel valued and respected, increasing customer loyalty and satisfaction.
In the context of customer support emails, saying 'Thank You' can make a significant difference in customer satisfaction. According to a study, customers who receive personalized thank-you messages are 85% more likely to return for another purchase.
It is important to note that thanking customers should not be an afterthought or an empty gesture. Ensure to genuinely express gratitude and highlight specific reasons for their business or inquiry. Doing so shows that you are committed to providing excellent customer service and are grateful for their patronage.
Address the underlying emotion of the email
Addressing the underlying emotion of a customer's email is crucial to writing a perfect customer service email. When a customer contacts your customer service reps with a concern or issue, they are often experiencing a range of emotions, such as frustration, anger, or disappointment. Ignoring or dismissing these emotions can lead to further dissatisfaction and a negative customer experience.
Research shows that emotional intelligence and empathy are critical skills in customer service. A recent study found that customers who had positive experiences with a company were more likely to become loyal customers, recommend the company to others, and forgive any mistakes made by the company.
When addressing the underlying emotion of a customer's email, it is essential to acknowledge and validate their feelings. For example, if a customer is frustrated with a product malfunction, you could say, "I understand how frustrating it can be when a product doesn't work as expected." This statement shows you empathize with the customer's frustration and acknowledge their emotions.
It is also important to remain professional and avoid getting defensiv, even if the customer's emotions are directed at you or your company. Instead, focus on finding a solution to the customer's problem and resolving the issue promptly and efficiently.
Answer all the questions the customer asked
Answering the customer's questions is a crucial element of writing a perfect customer service email. On the contrary, failing to answer the customer's questions can leave them frustrated and unheard, leading to a negative customer experience.
According to a survey by SuperOffice, 62% of customers said that they had to follow up with companies to get their issues resolved repeatedly, and 21% of customers were dissatisfied with their experience because their issue wasn't resolved on the first contact.
When answering the customer's questions, it's essential to be clear and concise, providing all the necessary information without overwhelming the customer with unnecessary details. If you don't know the answer to a question, be honest, and tell the customer that you'll do your best to find the answer or escalate the issue to someone who can help.
By answering the customer's questions thoroughly and clearly, you can help build trust and confidence in your brand and ultimately create a positive customer experience.
Try out the solution FIRST before suggesting it to the customer
Trying out the solution before suggesting it to the customer is an essential tip for writing a perfect customer support email. It's not enough to suggest a solution to a customer's problem; you need to ensure the solution works.
By trying out the solution first, you can ensure that it works and that you can explain the steps to the customer clearly and concisely. This will help avoid frustrating the customer with inaccurate or incomplete information. If the solution doesn't work, it's best to be honest and transparent with the customer, letting them know that you're still working on finding a solution and that you'll get back to them as soon as possible.
Taking the time to try the solution before suggesting it to the customer demonstrates your commitment to solving their problem and providing excellent customer service. It can also help you build credibility and trust with the customer, ultimately leading to a positive customer experience.
Check your grammar, broken links, correct code and attachment
When communicating with customers via email, ensuring that your email technical support is free of grammatical errors, broken links, and incorrect attachments is vital.
According to a study by Grammarly, a popular online grammar checker, people who make fewer grammatical errors are perceived as more credible and trustworthy. In addition, a survey conducted by Adobe found that 39% of people will stop engaging with content if images don't load or take too long to load.
Therefore, before sending an email to a customer, proofread it thoroughly and use a spell-checker tool. Ensure that any links you include in the email work and lead to the correct destination. Also, double-check that any attachments you include are correct and can be opened by the recipient. Taking these extra steps can help ensure that your email is polished and professional and that your customers have a positive experience when interacting with your brand.
End your email with a positive note
When writing a perfect support email, ending with a positive note is essential. Here are some reasons why ending on a positive note can be effective:
- Leaves a good impression: a cheerful ending can leave a lasting impression on the customer, which can help to improve customer satisfaction and loyalty.
- Builds trust: by showing empathy and concern for the customer's issue, you can build trust and create a positive relationship with the customer.
- Encourages future interactions: a cheerful ending can encourage the customer to contact you for support or to purchase your products/services.
- Offers appreciation: by thanking the customer for their business or getting you, you can show appreciation and value for their time and effort.
- Provides closure: a cheerful ending can provide closure for the customer, indicating that the issue has been resolved or that steps have been taken to address the problem.
Examples of Perfect Support Emails
Here are some examples of support emails that are clear, concise, empathetic, and effective in addressing customer concerns. By studying these examples, your customer service team can learn how to write effective customer support emails that leave a positive impression on your customers.
Customer support email example 1:
|Dear [Customer Name],|
Thank you for reaching out to us about [specific issue]. We understand how frustrating it can be to experience [issue], and we apologize for any inconvenience caused.
To address your concern, we have investigated the matter and identified a solution to help you [resolve the issue].
Thank you for bringing this to our attention and for your patience while we worked to resolve this issue. If you have any further questions or concerns, please don't hesitate to reach out to us.
All the best,
Technical support email example 2:
|Dear [Customer Name],|
Thank you for your recent purchase with us. We hope you are enjoying your [product/service]. We noticed that you left a review about your experience, and we wanted to thank you for your feedback.
Besides, we value your input and always seek ways to improve our products and services. If you have any further feedback or suggestions, please don't hesitate to let us know.
Thank you again for choosing [Company Name]. We appreciate your business and look forward to serving you in the future.
Customer support email example 3:
|Dear [Customer Name],|
Thank you for contacting us about [specific issue]. We understand the importance of [product/service] working correctly and apologize for any inconvenience caused.
Our team has investigated the issue and determined that [solution]. We have taken the necessary steps to implement this solution, and your [product/service] should now be functioning correctly.
Please don't hesitate to contact us with any further questions or concerns. We value your business and appreciate the opportunity to serve you.
More practice means better results
Writing the perfect customer support email is crucial to any business that values customer satisfaction. You can elevate your email support game by following the tips outlined in this article. Remember, practice makes perfect, so keep honing your skills to see better results.
If you're using Jira, Intercom or Zendesk help desk to manage your customer support, check out the Proactive Campaigns app for JSM, Proactive Campaigns for Intercom or Proactive Campaigns for Zendesk by GrowthDot. This powerful tool can help simplify your bulk email writing and sending processes by automatically tracking customers' responses, email customization, and numerous features for proactively addressing your customers' issues. Plus, with features like personalized content and real-time data tracking, you can take your customer support to the next level.
So why not try and see how it can enhance your email support experience?
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