Email has become the chosen method of communication in the modern world, and all the more so for businesses. Customers would rather send an email with a query or request than make a phone call; email is simply more accessible, and for the many people who dislike using the phone, it is also far more comfortable to use.
As a result, it is important to acknowledge the customer preference for email and focus on ensuring you respond to those emails in the best way possible. In an effort to help you achieve this, below, we’ve put together some “dos” and “don’ts” for email responses that all businesses could benefit from reading.
DO wait awhile before responding
We have talked before about the fact that responding too quickly to an email can be damaging to your business’ reputation, and this point is still true today.
While you don’t want to wait too long to respond – as this runs the risk of the customer potentially giving up, and going elsewhere – it is preferable to leave at least a few hours between receiving the email and responding to it.
DON’T make the classic signature mistakes
Email signatures can be incredibly useful; they are a method of promotion in and of themselves, and they help to ensure your email responses look professional.
However, many entrepreneurs have long, unwieldy, or – worst of all – out of date signatures that actually negatively impact their business. Email signatures with too many links could also trigger a spam label on their email too, which would drastically lower open rates and everything else.
As a result, it is best to use the right email signature software to manage signatures effectively and ensure you avoid any reputation-damaging mistakes.
DO thank the customer for emailing (even if they are complaining)
Even if a customer has made a complaint, it’s still beneficial to thank them for taking the time to send their original message in your reply.
After all, complaints at least provide you with insight into an area of your business you might need to correct, which is genuinely useful.
Gratitude goes a long way to shaping customer perception of a company, so a quick “thank you” can really help the customer to feel that they are valued by your company during emailing.
DON’T use emojis
Emojis are fun, but they are generally frowned upon in a professional email. If you still want to add some levity to your reply, then it is usually best to opt for exclamation marks rather than emojis or smiley faces. Keep your emails professional and not looking like they came from a teenager.
Do include a call to action
It is important to ask yourself what you want to happen when the customer receives your reply. In most cases, you will be hoping that they receive the reply and immediately want to buy from your company again.
As a result, it is helpful to include a call to action in your email; this could be a link to your online store, or just information about a new product you thought may be of interest to them.
Many of your customers will prefer to use email to send queries and questions to your business. With the tips and ideas above in mind, you should be able to ensure that your emailed responses are always polite, professional, and friendly. This in turn helps to solidify the relationship between you and your customers and drive sales in the future.