woman-typing-writing-windows

Customer Service Via Email

Studies consistently show low levels of customer satisfaction with the ways in which businesses use emails. Too often, companies seem to be using email as a means of avoiding other forms of contact with their customers and their customers aren’t pleased. Their most common complaints include:

– No confirmation that their email had been received,
– No reply received from businesses,
– Late replies received from businesses,
– Inappropriate replies received from businesses, and
– Replies received that they can’t understand.

Email-based customer service has to date been a let-down for most customers. They expect their communications to be given the same attention as a letter or telephone call and instead feel that their emails have largely been ignored.

The Customer Respect Group Inc. say that only 69% of the 100 largest companies in the U.S. respond to online enquiries; the situation appears to be even worse for smaller firms.

BenchmarkPortal, a leading source of CRM best practices for contact centers, conducted a study that found that online customer service provided by SMEs is even worse than the service levels offered by large enterprises.

Conducted in early 2005 the study, sponsored by eGain Communications Corp, evaluated 147 SMEs across five sectors: retail, travel and hospitality, financial services, e-business, and hi-tech manufacturing. Some of their key findings were:

– 51% of the companies did not respond at all,
– 70% of the companies failed to respond within 24 hours,
– 79% of the companies responded with an inaccurate and/or incomplete answer.

Astonishingly, 40% of online-only businesses – a category that includes online recruiters and shopping comparison sites, failed to reply to customer e-mail inquiries!

And what do customers do when this happens? The answer is simple – they go away. Forrester Research studied customer behavior and found that 70% of online customers will go to a competitor if they don’t receive a timely response from a company. Only 22% of online customers return to a website after a negative experience.

There are thankfully some solutions that even smaller firms can implement to capitalize on the cost-savings and timeliness of emails without turning customers away.

1. Automatically respond to all emails received

People will be more willing to wait for a reply if their initial communication has been acknowledged. This email acknowledgement should include a statement that their email has been received, a commitment that it will be acted upon, and a maximum time by which a response will be sent.

2. Monitor email communications

A monitoring system should be set up that tracks progress of incoming emails and their responses. It should initiate an alarm for any message that hasn’t been responded to by the stated maximum time.

3. Have a suitable response structure

Emails are perceived by customers as being just as important as a letter or a telephone call. They should be answered in the same manner as any other form of communication – politely and with the intention of retaining the customer. Those persons responsible for preparing a response need both communications skills and the authority to resolve situations.

4. Consider webforms for use by customers

It’s simple enough to set up a series of webforms for customers to use, depending on whether their communication is a product enquiry, a complaint, a request for information about how to use a product, or for some other purpose. This make it easier for the customer and for the team members charged with responsibility for preparing a reply.

5. Make use of FAQs

It’s surprising just how many customer communications are for the same reasons; enquiries tend to repeat themselves. Create a database of your most common questions and answers that can be used to create an ‘FAQ’ (Frequently Asked Questions) section on your website. It can also be used as a source of content for those preparing responses to customer emails.

6. Analyze trends in customer communications

A sudden upsurge in complaints about a particular aspect of your company or a rise in enquiries about warranties can be pointers to important trends that are beginning to develop. Analyze all incoming customer communications to spot these trends and keep on top of them.

Email is one of our most valuable channels of modern business communications. It can bring real savings in time and money when applied in areas where customers and companies interact, but only if it’s used wisely.

Article courtesy of RAN ONE: http://www.ranone.com/features/news.asp?ID=4142

48 replies
  1. Jamescoips
    Jamescoips says:

    The Cardinals starter dislocated three fingers on his left hand in a drill during practice on Wednesday and underwent surgery that night.
    The deal made the 26-year-old Hudson the highest-paid player on the Raiders’ roster. With an average salary of $8.9 million, Hudson is the second highest-paid center in the NFL behind Miami’s Mike Pouncey, who earns $8.95 million annually.
    Mike Evans was the intended receiver on the interception, and he was tangled up with Captain Munnerlyn right before the ball NHL Jerseys Wholesale arrived, out of reach of Evans and into the hands of Exum.
    Gaines, a sixth-rounder out of Missouri, started 15 games.
    RENTON, Wash. (AP) 锟?The Seattle Seahawks have added depth to their secondary by acquiring cornerback Mohammed Seisay from the Detroit Lions for an undisclosed 2016 draft pick.

  2. AlexeyNor
    AlexeyNor says:

    Предлагаем микрокредитование для всех россиян на лучших условиях в интернете !
    Нужны деньги,а до зарплаты еще две недели? Обращайтесь в наш кредит-сервис в любое время. Мы поможем !
    Микрокредиты до 100 000 руб. и сроком до полугода.
    Примем решение о выдаче займа в течении часа !
    Переходите на наш сайт и выбирайте нужные вам условия !
    http://creditonlinepro.ru/

  3. AlexeyNor
    AlexeyNor says:

    Предлагаем микрокредитование для всех россиян на лучших условиях в интернете !
    Нужны деньги,а до зарплаты еще две недели? Обращайтесь в наш кредит-сервис в любое время. Мы поможем !
    Микрокредиты до 100 000 руб. и сроком до полугода.
    Примем решение о выдаче займа в течении часа !
    Переходите на наш сайт и выбирайте нужные вам условия !
    займ

  4. Everettensum
    Everettensum says:

    Дмитрий 89258521541 медиум, чёрная магия, возврат любимых, сведение судеб, заговоры на любовь, воздействия на подсознание, почакровая привязка, просмотр жизненной ситуации, чистка от негатива, снятие негатива, восстановление отношений между партнёрами, отворот любовницы от мужа, остуда.

    Сильный приворот, Белый маг, Просмотр жизненной ситуации, Практикующий маг, Заговор на разрыв отношений, Верну любимого, Магия любви и отношений, Приворот на расстоянии, Приворожить любимую, Снятие порчи

  5. AlexeyNor
    AlexeyNor says:

    Предлагаем микрокредитование для всех россиян на лучших условиях в интернете !
    Нужны деньги,а до зарплаты еще две недели? Обращайтесь в наш кредит-сервис в любое время. Мы поможем !
    Микрокредиты до 100 000 руб. и сроком до полугода.
    Примем решение о выдаче займа в течении часа !
    Переходите на наш сайт и выбирайте нужные вам условия !
    займ срочно онлайн срочно

  6. AlexeyNor
    AlexeyNor says:

    Предлагаем микрозаймы для всех россиян на лучших условиях в интернете !
    Нужны деньги,а до зарплаты еще две недели? Обращайтесь в наш кредит-сервис в любое время. Мы поможем !
    Микрокредиты до 100 000 руб. и сроком до полугода.
    Примем решение о выдаче займа в течении часа !
    Переходите на наш сайт и выбирайте нужные вам условия !
    срочный займ онлайн

  7. Ernestbam
    Ernestbam says:

    Компания Трастера Глобал

    Я вообще доволен и рад что имею в своем портфеле эту замечательную компанию, оооочень нравится как они работают. Надежная компания, с полной отчетностью. Рекомендую

  8. AlexeyNor
    AlexeyNor says:

    Предлагаем микрозаймы для всех россиян на лучших условиях в интернете !
    Нужны деньги,а до зарплаты еще две недели? Обращайтесь в наш кредит-сервис в любое время. Мы поможем !
    Микрокредиты до 100 000 руб. и сроком до полугода.
    Примем решение о выдаче займа в течении часа !
    Переходите на наш сайт и выбирайте нужные вам условия !
    микрозаем онлайн

  9. DoyleFap
    DoyleFap says:

    Отзыв о компании Трастера Глобал

    В GoldenDax – партнера Trustera очень щедрая маркетинговая стратегия для своих бренд партнеров! Можно хорошо зарабатывать как дополнительный источник дохода так и основным местом работы можно сделать!!!

  10. DerrickFeque
    DerrickFeque says:

    Отзыв о Трастера Глобал

    Я достаточно давно занимаюсь инвестированием, порядка 8 лет. Не раз сталкивался и с мошенниками, и хайпы попадались. К сожалению пока научился разбираться в этой области шишек набил приличных, которые по карману не слабо давали. Сейчас и опыта прибавилось, и стал изучать тщательнее. Мониторил рынок, наткнулся на одну компанию, стал смотреть как работаю. Интересные ребята, диверсифицируют активы, тем самым прогнозируют риски. Посмотрел, что за счет множества инструментов Trustera дает неплохой процент в месяц, варьируется в пределах 5-7%. Ни много ни мало, на мой взгляд, по крайней мере обосновано. Есть консервативные инструменты, мне понравилось. Поизучал стратегии ведения деятельности самой компании в целом, решил использовать как один из своих инструментов.

  11. Jamescoips
    Jamescoips says:

    “We looked fresh,” Kubiak said. “We moved around good. You know, it was a good break for everybody. But we’ve got a tough 10 weeks ahead, and none bigger than this one, we know that.”
    ENGLEWOOD, Bill Lee Jersey Colo. (AP) 锟?Playing 96 hours after a bruising slugfest is one of the toughest tasks in the NFL.
    There could be fewer opportunities for big plays if Cooper, Murray or Hudson is sidelined Sunday.
    The Jets turned it over again on their next possession as Fitzpatrick’s pass tipped off Marshall’s hands and Breeland made a diving interception. Six plays later, Hopkins kicked a go-ahead 30-yarder.
    Lanning appeared in 32 games in 2013-14 with Cleveland, punting 177 times for a 44.1-yard average and 38.6 net average.

  12. Free Gta V Money
    Free Gta V Money says:

    Greetings from Ohio! I’m bored to tears at work so I
    decided to check out your blog on my iphone
    during lunch break. I really like the knowledge you provide here
    and can’t wait to take a look when I get home. I’m amazed at how quick your blog loaded on my
    cell phone .. I’m not even using WIFI, just 3G .. Anyways, excellent
    blog!

  13. UFC 244 Live Stream
    UFC 244 Live Stream says:

    I am extremely impressed along with your writing talents
    and also with the layout to your weblog. Is that this a paid topic
    or did you customize it your self? Either way keep up the excellent quality
    writing, it is uncommon to peer a great weblog like this one these days..

Trackbacks & Pingbacks

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply

Your email address will not be published.