Give Each Customer a Personal Response
When a customer sits down to e-mail your company, it's because he
needs help. He chooses e-mail because it's quick, but his request
still warrants a satisfying and personal response!
Companies eager to save time and money often take automation too far
in their customer support. Each customer has a unique question, and
deserves a unique answer. Even if you save time by copying and pasting
stock replies, change the opening and closing to make the message
sound less robotic.
Be Clear, But Sincere
When responding to customers' e-mail, be sincere and to the point.
Before sending a message, try turning the tables. Ask yourself, "Would
this answer satisfy me if I were the customer?"
Take that extra moment to give your customer the help he deserves. It
might mean the difference between a satisfied customer and a credit
card chargeback!
Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live
customer support is still necessary. The plethora of information
available online can be overwhelming to customers, especially those
new to the Internet!
Single your company out from the crowd by providing customers with a
real person to talk to. Live phone support is an invaluable way to
foster trust. When your customer has reached the end of his Internet
rope, and just needs help, your toll free number is the answer he's
looking for.
Make Sure Your Support Reps Have All The Answers
The presence of phone support will do no good if your staff doesn't
know your product! Customer support reps should be warm and friendly,
and willing to help with any aspect of your product.
What a good feeling it is to talk to someone who feels confident in
his product. It's even better if he's knowledgeable enough to solve
your problem without transferring you all around the company!
Provide Stand-Out Service; Gain Lifelong Customers
Too many e-businesses skimp on customer service, hiding behind web
sites and message boards. Customer support is an integral part of
every company, even those operating solely online. Be one of the few
to offer stellar service, and gain customers for life!