E Mail Marketing

Put the Service Back into Customer Service

The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?

Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you’re not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?

Offering stand-out service on the Internet isn’t as hard as it is rare. Take these simple steps towards old-style service in the digital age:

Give Each Customer a Personal Response
When a customer sits down to e-mail your company, it’s because he needs help. He chooses e-mail because it’s quick, but his request still warrants a satisfying and personal response!
Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.

Be Clear, But Sincere
When responding to customers’ e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, “Would this answer satisfy me if I were the customer?” 
Take that extra moment to give your customer the help he deserves. It might mean the difference between a satisfied customer and a credit card chargeback!

Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live customer support is still necessary. The plethora of information available online can be overwhelming to customers, especially those new to the Internet!

Single your company out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. When your customer has reached the end of his Internet rope, and just needs help, your toll free number is the answer he’s looking for.

Make Sure Your Support Reps Have  Answers
The presence of phone support will do no good if your staff doesn’t know your product! Customer support reps should be warm and friendly, and willing to help with any aspect of your product.

What a good feeling it is to talk to someone who feels confident in his product. It’s even better if he’s knowledgeable enough to solve your problem without transferring you all around the company!

Provide Stand-Out Service - Gain Lifelong Customers
Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!

Email Open Rates - Try these ideas to help you raise your email open rates:

Add a picture of yourself:
Add your photo to your emails, placed near/next to your signature. People like seeing your smiling face, and if they see it in one of your emails, they may be more likely to turn on images to see it again later.

Ask people to add you to their address books:
Some email programs will display images from senders who are in the recipient’s contact list.

Use Alt Text for Images in email:
If you are putting pictures in your emails, use the ALT text for those images to pique readers’ interest in what the picture is, so that they enable images. Or, just directly ask readers to turn on images!

Continue to additional tips:  Email Campaigns_Email Marketing

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