Elevating the Customer Experience through Email

CUSTOMER SERVICE 101 EMAIL 3 out of 5 people expect to be able to use email for customer service inquiries. Customers who have DID YOU KNOW complaints resolved by a business will do business INCORRECT ANSWERS with them again 70% of the time. х 1 in 4 email customer THE FAIL Review automated service inquiries receive a misleading answer. email copy with a professional copywriter. THE FIX Address ambiguities and tonal issues that may cause confusion. Build a custom contact form that allows the THE BEST customer to click specific concerns. Then work with a copywriter to perfect the answers. SOLUTION NO RESPONSE Provide confirmation 51% of consumers for customers' queries reported having received no reply to a customer service email at some point. to let them know that THE FAIL their questions or complaints have been received. THE FIX There were 3.9 billion active email accounts by the end of 2013, a number which is expected to increase by another billion before 2017. SLOW RESPONSE Be clear and realistic 41% of customers expect a response to a customer service email about your expected response time. THE FAIL within six hours. THE FIX If you say that you will respond within an hour, make sure you are able to do so. Do not make promises you can't keep. Still, most consumers believe that a response within 24 hours or less is acceptable. The average speed of response is around 17 hours. DID YOU KNOW THE BEST SOLUTION Build a custom tracking system to find out what email concerns cause the largest delay in response and train staff to respond accordingly. SSURCES: http://www.helpscout.net/75-customer-service-facts-quotes-statistics/ http://www.helpscout.net/blog/8-ways-to-improve-your-email-customer-service/ https://blog.bufferapp.com/better-email-support west http://www.marketingsherpa.com/article/how-to/5-solutions-to-common-problems http://www.parature.com/wp-content/uploads/2013/07/EvolutionOfCustomerServicelnfographic1.jpg