Mind your grammar, spelling, punctuation, and salutations if any
Emails may appear to be casual or less formal than a letter mailed out, but it is still an official communication between your brand/company and a customer. It creates a perception of you and your values, so take care to ensure that all emails are written properly and proofread before you hit the send button or automate it.
Mind your branding
Unless your brand communication is casual and utilises a lot of emoticons as a standard practice, it is best to avoid inserting them in your emails. Your brand tone, language, and style should be conveyed through email as well.
Keep it short, sweet, and simple
Most email account holders are bombarded with emails daily. Keep your points succinct, clear, and easy to read. After a standard greeting, get to the point immediately, or you stand to lose your reader’s attention and have your email tossed to the bin.
Be prompt
Don’t keep your customers waiting, especially an angry one who might have already have been kept waiting on a chat that never got answered. This is where automation can be handy in letting your customer know that their emails have been received and they can expect to hear back from you as soon as possible.
Aim to solve a problem
If your customer has reached out with a concern or a complaint, attend to it with the sole aim of solving the issue. Managing expectations is crucial, especially if it’s an issue that requires further investigation to other departments or a defective product.
Follow up
This makes your customer feel valued if you were to send them a follow up email to ensure that they are satisfied with your handling of their complaint or issue. You can also take this time to ask for feedback or to fill out a CSAT form or survey too.
Emails are an open door
Getting in to your customer’s inbox is getting a direct path to knowing them directly! There is nothing more personal than an email with your customer’s name to know they are valued and a part of your “family”. Extend your customer service to them as though they are right in front of you and offer them a subscription to your newsletter or to join a customers’ club by offering members’ only discounts, birthday surprises, or invitations. Remember to build loyalty here as you have already successfully got their attention.
