1. Tips for Providing Exceptional Email Service
Emails are one of the fastest growing customer service channels that enables companies to trim down their cost per contact. Email
response is supposed to give customers quicker answers and solutions while allowing companies to slash operations costs. When email
threads go back and forth unnecessarily because questions aren’t answered, operations costs exceed the cost of telephone interactions. A
sloppy email can rob a company of its credibility. It is therefore necessary manage email conversation with the efficient processes that
ensure the speed, quality and consistency of response.
The following tips will materially help to provide exceptional customer service experience that can enhance customer satisfaction,
confidence and loyalty.
* Regard email as part of the self-service strategy
Email is always deemed to be an assisted service channel. The self service strategy is the best place to execute these tips. It is therefore
essential to make emails a primary and seamless channel for self service, as it makes it easy for customers to continue to do business
with the company. A complete up-to-date knowledge base is a vital tool for self-service and email de-escalation. Content maintained in
the knowledgebase must be incessantly evaluated and enhanced to improve its value to customers and ensure success during self-
service.
* Ensure that customers are informed.
It is necessary to keep customers informed about the progress of their enquiries or requests from the moment of submission. Customers
can be kept in the know by letting them know that you have received the email with an auto acknowledgement. They can also be notified of
the significant issues, or can be offered with alternative means for resolving their issues.
* Ensure effective email management
With email volumes rising year over year, it is necessary to ensure that your email system is capable of scaling to many times your current
support volume. To efficiently manage emails it is necessary to define a set of queues, rules and workflow. This helps in meeting the SLAs
for contact resolution and also handles the times that finally affect customer loyalty and retention.
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