As an example, see how one user explains the difference between email, Google, AOL, a website, and web browsers:. Spend some time reading the ELI5 subreddit, and practice writing your own instructions in the same format to make life easier for your customers.
And because customer loyalty is built by reducing customer effort, we want to avoid anything annoying and tedious. Having a knowledge base with articles that you can link to is really helpful, as it can save your customers the hassle of trying to navigate a long email.
As a rule of thumb, if your instructions contain more than one image or three steps, link to them rather than including them in the email. In addition to saving you time, being able to fix their own issues without having to go back and forth with a customer support agent will give your customers a sense of accomplishment.
And while the answer, as is frustratingly true with many things, is that it depends, there is some research here. Using positive language can be incredibly powerful in changing the way your customers read your support emails.
Just by removing a few negative words or phrases from our customer interactions, we can completely change the way what we say is perceived. Use the power of positive words in customer service to make your customers have better experiences, both in the moment and over the long-term course of your relationship with them. That personal touch is made in those little details: What are the tips you have for making sure every single one of your support emails provides value and helps create a better relationship with your customer?
Let us know in the comments! Len Markidan heads up marketing at Groove. Read his latest posts or follow him on Twitter You might also like:. Every customer service email is an opportunity to build stronger relationships. The original version first appeared on the Groove blog on September 26th, Any given company probably sends hundreds of customer service emails daily, and it can be easy to lose sight of just how important every single one of them is.
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Email is still one of the major customer service channels. See how to inject a bit of personal touch into every customer service email you write. Every customer service email is an opportunity to build stronger relationships. Editor’s note: This post has been updated for accuracy and freshness. The original version first appeared on the Groove blog on September 26th, Any given company probably sends hundreds of customer service emails.