A good email helps create a fulfilling support experience for your customers.
Writing a good support email depends a lot on getting some of the basic email etiquette right.
Etiquette that you can easily maintain using a checklist.
Let’s look at the 6 main checks you need to do before you hit ‘send’ on any email.
Number one: Have you addressed the customer by their name?
It’s a good practice to call a customer by their name. If you do not know their name, a simple
"Hi there,"
will do.
But do start every reply with a semi-formal greeting, no matter how burning the issue is.
It shows the customers that you are calm enough to handle their problems.
Number two: Have you thanked the customer?
Even if the customer wrote in with a complaint, they have taken an interest in your company and that should be met with gratitude.
You could thank them for using your product.
You could thank them for bringing the issue to your notice.
You could even thank them for giving you a great feature idea.
A simple thanks will make them feel valued. But say it only if you mean it.
Number three: Have you answered all the questions the customer asked?
Always value your customer’s time and give them clear answers for all their queries in one go.
If you clarified some of their doubts and need more time to answer the others,
then go ahead and say it.
Or else, the customer would feel like you did not read their full email.
Number four: Have you addressed the underlying emotion of the email?
Sometimes, what seems like a simple problem to you would make customers angry and frustrated
because it is actively preventing them from getting what they want.
So if they sound anxious or sad or angry or frustrated,
go ahead and address it directly.
Reassure them that you are doing everything you can so they don’t feel that way.
If there is nothing you can do to help, you can still address it and tell them that you are sorry that they feel that way.
A simple acknowledgement will show them that you care.
Number five: Have you tried out the solution before suggesting it?
Before telling them to refresh the screen or try from a different browser, try the solution yourself.
Maybe the solution given to you by the experts stopped working.
You don’t want to find out from your customers.
Number six: Have you checked for grammar, broken links, correct code and attachment?
It’s hard to look like an expert problem solver when you overlook the little things.
Use tools like Microsoft Word or
Grammarly to check for spelling and grammatical errors.
Similarly, if you are sending a link or a code, make sure they are working.
And always check to see if you have attached the document you promised to attach.
There you have it - the 6 checks.
You can implement them right away and see the world of difference it makes in your conversations.
In the next video, we'll talk about how you can convert your good emails into exceptional emails.
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