People don’t expect an answer immediately on email as they do on chat or voice. With an email support system, you have the freedom to train with real interactions without disturbing the client experience.
Understanding the Do’s and Dont’s in email support is particularly important when emailing someone for the first time. Our emails may be the sole way for us to express ourselves, our work ethic, professionalism, aptitude, and intelligence.
Email increase competence, output and business promptness. Email support is,
Inexpensive – email costs are constant regardless of the distance and number of people to whom it is being sent
Fast – the recipients receive the email within minutes after it’s being sent or at the most within a few hours.
Ideal – the same message can be sent to any number of recipients and can be stored until the recipient is ready to read it.
Everlasting – All the records are permanent, the details, the sender ID to the time and date when it was received. Several types of documents can be attached to an email and be sent to too many recipients at the same time. Some internet service providers limit the size of the email attachment, check it before you send it. Businesses too limit the size and type of email they receive.
You can also set up a software that helps to add entries to address book from emails sent, received or respond to. Also to confirm receipt of an order, or to let people know if you are out of office.
Do’s and don’ts of email support
The Subject Line should be clear
Subject lines with, “ Hi “, “ Touching Base” or “FYI”, should be avoided. The subject should be clear and brief
Proper usage of Salutation
An email beginning with “ Good Morning”, Good Afternoon “, “ Good Evening” or “ Hello “ sends a better impression to the customer rather than using “ Hi” or “ Hey” this sort of communication isn’t professional.
“Good Day” or “ Greetings” are another sort of phrase used globally.
An introduction is a must
In the U.S, it is a best practice to self-introduce themselves by the first and last name and add to a few more details. Like the first and the last name with some background information in the first few lines. It is important while introducing yourself to a new contact, potential customers, clients or employers.
Understanding the culture
There are different forms of culture around the world. Like in Japan it is polite and customary to inquire about the weather whereas this may be inappropriate in a culture where this kind of inquiry is made only by mutually respected third parties. It is better to research the country’s customs before emailing them.
Avoid Humor and Sarcasm
Humour and sarcasm can have a bad impact on the receiver if the text is out of context. So better to avoid such texts to stop the recipient from being confused or being offended.
Most of the customers are sceptical while opening attachments said that, it would be wise if the attachment is pasted into the body as it saves time for the customer to refer to it without consuming time.
Never Hit “ Reply All “
Reply- to -all option should only be used when the message should be read by all the recipients in the conversation, keeping the conversation closed gives space for the other recipients and do it only when necessary. Say for example, if an admin is sending an email to all staff members, requesting funds for a community service project, reply to the admin, not to all staff members.
Do Reply Expediently
A customer feels pleased if their query is addressed within 24 hours. If you are in a situation where you kept a customer waiting for more than 24 hours, express an apology. Without which you may lose the customer in the long run.
Don’t use emojis
Emojis may lead the customer to misinterpret your email, or can even be diverted to spam filters or junk. Emojis are considered to be immature or unprofessional.
Do Protect Privacy
Be cautious before sending an email, imagine a mail being sent to the wrong recipient and being published on Facebook? All emails are retrievable even if it is deleted, so check before you “ send”.
Don’t be negative
If you need to convey a negative comment in an email use objective words and state the facts. Sending negative comments is never recommended. Communicating negative messages face- to –face is the best option.
Proofreading is one of the professional ways to send an email. By proofreading you check and recheck for spelling and grammatical errors. Less or no error is professional. Nowadays there are so many online tools available to check spelling and grammar.
Don’t Forget the Conversation Closer
While closing an email loop it is advised to use the conversation closer like “ No reply necessary, “ Thank you again”, or ‘ Please let me know if I may be of further assistance .” Close your email using “ Best Regards”, “ Sincerely,” “ Thank you “.