It doesn’t matter what type of company you’re working for, you will need to provide some form of technical support. Every once in a while, users will be needing support for the product or service they have purchased. Support can be a key selling point, a reason why a consumer will choose your product or service over the competition. Below are some tips on how you can provide a better and more effective email support that will surely help both you and your customers.

I. Let the Customer Know that You Received Their Email

Every time someone emails you asking for assistance, you need to let them know you’ve received their email. This way, it eliminates the customer’s anxiety as to whether their email was received or if they need to re-send their email. When sending an email response for the first time, take note of these points:

    • Don’t forget to thank the customer for patronizing your product or services.
    • Don’t make your response too formal to the point that it sounds like either a canned response or a robot answered their inquiry.
    • Instead of having the customer worry about ticket numbers, let them know that they can just reply to that email to update their ticket.
    • Personalize your response — even if you’re on a big support team, send out the email with your personal signature instead of using the generic term “team.”

II. Show Genuine Concern

Even if you’re just responding to an email, provide a genuine sense of concern for each customer. It may be challenging at times, since customers may ask the same questions. But recognize that each customer is unique and will not tolerate being treated impersonally. Also, anticipate that many customers do not make any research at all before sending out an email inquiry or asking for troubleshooting help. For example, they may have not checked the FAQ database or read the product details adequately. It is important to remain patient and enthusiastic with each and every customer by setting the proper tone on your email response.

III. Make Your Response as Clear and Simple as Possible

Nobody wants to read something jargon language and it won’t do them any good in resolving their inquiries or product issue. Stay away from complicated words or technical terms, unless you’re sure that the customer is a tech savvy or a network admin of some sort. Gauge the customer’s knowledge by observing the wordings he/she uses during your first email encounter. Using wordings like corrupted data, downgrade the firmware, or a power cycle may be too confusing for a novice user, unless you have the time to explain and elaborate those in details as well as the step-by-step instructions on how it can be done. Remember, the clearer you respond to the request minimizes the chance of the customer responding to your email with the same set of questions, or worse, didn’t get him any further with his concern. Make your email concise and detailed, and one that matches the technical know-how of the customer you are talking to.

IV. Focus on the Customer’s Main Concern

In order for an email to be resolved in the most minimal returns, it’s important to pinpoint the customer’s main issue or concern. Beating around the bushes or giving the customer options that doesn’t exactly address the main problem is something that you should avoid doing as an email support. Neither you nor the customer will benefit, as you will just be receiving email updates from the same person informing you that the steps you gave didn’t work. During your initial investigation, make sure to ask the customer all the information that you need in order to properly determine the root cause of his/her problem. You can list in in the body of the email in bulleted or number format, where the customer can fill it out the next time he/she replies. Again, make use of easy-to-understand wordings so that your customer can quickly understand the information that you’re asking for.

In providing the answer, give the customer more than one option to try just to be sure that he/she can do something else in case the first option didn’t work out. That will also minimize the possibility of getting an email return very quickly. Giving the customer several alternatives will keep them pre-occupied for a while and increases your chance of getting their concern resolved the first time. As a result, you’ll have fewer email updates the next day, and the customer will be satisfied with your support and may even give you a commendation at the same time.

The bottom line is that the customer should feel better for the experience, even if it’s only thru email, and be motivated to ask for your technical support again without any hesitation if-and-when another support issue comes up in the future.


This entry was posted by Staff Writer on Wednesday, December 3, 2014 at 7:55:10 PM and is filed under Mixellaneous.

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