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Guest Contribution: So nail automated customer service e-mail writing

This week we have an article from Jessica Fender , head of the content team . SH E offers tips and examples of how the customer experience can be improved with automated support e-mails.

E-mail automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in time. This saves time and helps to reduce the workload of the Support Team.

Sounds like anyone who should use automation right? Not exactly. Many companies do not make great work with it. The e-mails for customers are often unclear and sound supergenic and impersonal. This is not a great way to do business. Especially at times in which personalized customer-focused companies win.

Therefore, improving communication in automated support e-mails is a great opportunity. In this post you will find tips on how to write personalized, positive, clear and unique emails that will love your customers.

Problem with automated e-mail for customer support

"e-mail automation" means a special tool for saving and sending e-mails. This strategy is customary in e-commerce and can significantly accelerate customer service operations.

With an e-mail tool, send messages to customers, you can:

  • Save tonne time . You do not have to write and send e-mail each time - the tool stores templates and sends it to predefined times or triggers.
  • Increase the support team effectiveness . Let your team concentrate on more complex cases while automating your repeating, simple processes.
  • improvement of customer experience . Customer experience is the best marketing; Thanks to better support, your company can get more more positive reviews and recommendations.

The process is very simple: You write e-mails and set up the tool to share them in certain situations, eg. B. A customer sends a new support request by e-mail.

But there is a small problem.

Companies make the mistake of writing very impersonal and generic e-mails. That's as if you add the same generic product description if you create product pages: people will draw you everywhere. You will not like that because you want a personalized experience.

Here is an example of a typical generic e-mail.

Your support request # was received. We will try to answer as soon as possible.

If you need an answer, please send your message again in 3 days.

Does not sound so great, right? Only another message for which e-mail automation receives a bad rap. In addition, such e-mails have absolutely nothing with the promotion of a positive and unique brand experience.

Find tips to resolve this in the next section.

How to write automated customer support e-mails

Here you write e-mails that sound personal and not get that cold.

1. Write into a natural and positive language

One main reason why automated emails receive a bad rap is a generic boring writing. The best way to fix the problem is that your e-mails appeals by addressing natural and positive languages.

How exactly that makes? Well, imagine you have a real conversation with your customer. The way they would talk to them should be similar to this style.

Here is an example. Let's use and improve the generic e-mail.

Which do you find better? The right on the right is certainly easier to read and brings a certain positivity to the conversation compared to the "generic".

Should your support team need some training with writing mails, RatreatedBy students are a place where the online write services can assess online write functions so they find writing and editing professionals to help them.

Pro Tip : In your support team, assign a special person to write and update e-mail templates. This ensures the consistency of the speech style and the accuracy.

2. Shorten the copy

"but we have to be specific and clear. The cutting of length means sacrificing clarity!"

This was a response of a customer service manager of an academic writing service company when he was asked to shorten e-mail texts. Do the same doubts have? Continue reading.

Cutting the text does not necessarily mean clarity. Here is a great example (and part of the proof that almost every automatic e-mail should be shortened).

A typical long e-mail:

"To access your account, please go to our home page In the upper right corner of the page, click the" Login "button. You will be on the login page / login redirected as soon as you click. "

Here you can shorten it:

"to log in to your account, please visit / login."

Just like that, three lines became one! This is a much more customer-friendly answer - it's clear, easy and summarizes the first version.

3. Use a name and signature

The use of the name of a real person from customer support is a great practice to make e-mails more natural. Treat each customer service ticket like a conversation.

Although they are automatic e-mails, there is no anonymous, is not a good idea. People connect with other people, not in companies.

Add the e-mail signature. It could include the name, e-mails and other contact details that could use a customer in the future. This will show empathy and willingness to go the extra mile to make customers happy.

to you

If you want to improve your customer experience, change how you want to write your automated customer support e-mails. Generic, impersonal and wordwide emails are from the past from the past. Avoid them with these tips and you will make a big step towards better relationships with your customers!

Tags: services, essay, affordable, service, letter, customer

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