When a customer service representative (CSR), calls to ask questions or to provide feedback, they are often times prompted to enter their email address to receive additional information.
What do you do when a customer has opted in for your email marketing campaign and you want to follow up with them?
Use this guide to learn how to email a customer after they have contacted you via a phone call or chat.
Start With A Short But Succinct Email
When a customer contacts you via a telephone call or chat, your first instinct may be to immediately send them a lengthy email. But, you should resist this urge, as a succinct yet eloquent email may be just the thing that they need to hear.
If you’ve ever worked in customer service, you’ll know that sometimes the simplest things are the most effective. When you write a concise email, you keep the reader engaged and interested in what you have to say. Above all else, your email must be succinct, yet comprehensive. Your email must contain all the important information a customer needs to know, without any unnecessary fluff.
Writing a short and sweet email is easier said than done, and it takes actual practice to perfect. So, before you hit that send button, take a moment to craft a succinct yet compelling message. Remember, as a business owner, you’re selling yourself and your company. Make sure you stand out among the rest of the email solicitors with a personal touch that makes your email interesting and unique. Craft an email that will create a positive impression and ensure you land the sale.
Personalized, Short And Sweet
When you send a personalized email to a customer, it means you looked into their unique situation and crafted a message just for them. This is a vital step to establishing a personal connection and gaining their trust. You can also include a personalized, handwritten note if you’d like, but make sure you either type or print out the email for them so they receive it immediately.
According to HubSpot Blogs research, 66% of consumers report that they’ve changed their purchasing behavior because of an email they received from a brand. But that’s not all that emails can do. In addition to enticing customers into taking a certain action, like buying a product, an email can also be a fantastic tool for re-establishing trust when a customer has abandoned your site or brand in the past.
So, when a customer contacts you, whether by phone or chat, and expresses some concern, you can follow up with an email to reassure them that you’re still listening and to gain their trust once again. Even if they’ve bought a product from your company in the past and haven’t heard from you, it’s a good idea to write them an email to let them know you’re still listening.
Sometimes, a brief email can even accomplish what a phone call or chat session couldn’t. For example, if you run a clothing store and the customer contacts you to express some concern about the fit of an item they tried on, an email may be the only medium through which you can effectively respond.
You can also make a list of all the things you want to discuss with a customer, then prioritize it. For example, you may want to discuss the fit of an item, followed by the shipping schedule, and then the return policy, all of which you can cover in a single email. Having all these elements covered in a single email gives you the opportunity to be detailed without being overly verbose.
Use The Basics And A Few Statistics
When you’re sending out an email to a customer, you don’t need to go overboard with flowery language or fancy fonts. You just need to provide them with the information they need in an easy-to-understand format.
One of the best things you can do is simply to provide them with the data that will help them make an informed decision. In the example above, the customer was concerned about the fit of an item, so you could tell them the size of the item in question and also provide them with the size of the person wearing the garment. Armed with that information, they can decide whether or not the fit is acceptable. More importantly, you’re showing them that you’re taking the time to listen and that you’re interested in their needs.
Providing that sort of information is just the beginning. You can also send out a few statistics about the product or service that you’re offering. In the example above, you can tell them that while the size of the item they tried on is available, the color is no longer available. If you want to make a sale, you need to take the time to listen to what your customers are saying and take that into consideration when you develop your product or service.
Customers want to feel that their opinion is valued, and this can be especially true when it comes to purchasing items online. According to HubSpot Blogs research, 59% of consumers feel that online shops or stores listen to their concerns. If a customer contacts you regarding an order they’ve placed or an issue they’re experiencing, take the time to acknowledge them and find out what they’re wanting. Then, you can follow up with an appropriate response.
By taking the time to personalize an email to a customer and listening to what they’re saying, you’ll find that some customers will begin to feel as though you truly do care about their experience and that of others who may buy from your company in the future. This sort of personalized, attentive service is what will keep customers coming back for more.