Email support has become an integral part of business for many companies. Statistics show that over 95 percent of Internet users in the U.S. use email for communication. From communicating with friends to applying for a new job or closing a deal, email has become a part of our everyday lives. This communication tool helps companies interact with consumers worldwide in a manner that was not possible before the Internet era. Email is a currency. When used properly, it can increase sales and grow your business.
Why Is Email Important in Business Communication?
Even though it is believed that social media has surpassed email as a preferred means of communication, email remains beneficial for business. Over 107 trillion emails were sent worldwide in 2010. This communication tool is convenient and inexpensive. For many companies, the wide reach of email has allowed them to access a global customer base and take their business to the next level.
Effective use of email for customer support is vital in the efficient daily running of a business. Email has grown into a profitable industry that compliments other marketing strategies and improves customer experience. If you want to attract prospects and get feedback from existing customers, you have to write emails that educate and engage. Approximately 95 percent of commercial emails don’t get clicked on. Over 80 percent don’t get opened. In spite of the challenges, billions of dollars of transactions flow through email.
Tips for Providing Better Online Customer Support
One of the biggest advantages of email support is the ability to address issues in a short period of time. However, this doesn’t mean that you can take an undue amount of time to get back to customers. Depending on your industry, you would benefit in offering email support 24 hours a day. If you are selling web hosting and other online services, it is essential to address customer inquiries in a timely manner.
Always keep in mind that your customers are people. One of the worst things that a customer can experience is to receive a canned response to a very specific problem. Try to be helpful every time you send out an email to your clients. Being available doesn’t equal being helpful. Customer support representatives should be able to provide meaningful answers and solve problems.
When you communicate with customers via email, you should over deliver and surprise them with a detailed answer, a special discount, or a bonus gift. Each interaction is a chance for your company to be a friendly guide to its clients. When you come across a new situation, get as much information as possible from your customers. For good customer service, go the extra mile.
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