Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

8 Quick Tips to Provide Quality Email Customer Service - PlayVox - ContactCenterWorld.com Blog

8 Quick Tips to Provide Quality Email Customer Service

When providing customer service, catering to all channels in a consistent manner can be challenging. Just because agents are well-trained to assist clients over the phone doesn’t mean the same agent can deliver equal quality via email. Take the time to review standardized email support service as email customer service presents its own set of challenges.

Lack of voice removes an element of expression from our communication, making it more difficult to convey tone. In addition to using the right language, using well-written, well-research and structured responses all work together to create an award-winning response.

To start defining the quality assurance process for your email support team, here are a few pointers to get you started in the right direction.

Empathize

Empathizing with customers over the phone is nothing new. Yet, when customer emails are sent out, we often times go straight to addressing their problem without appealing to the emotional side of customer service. Although there’s nothing wrong with that, just because don't directly speaking to the customer does not mean that it’s alright to deliver just OK customer service.


Appealing to the customer and taking the time to understand the emotional aspect of the issue with a simple: "I understand your concern/issue/dilemma with…" and reiterating that issue for clarification helps you connect with the customer and lets them know you really understand their needs.

 

Not only that but appealing to their emotional state immediately lowers the shield and creates trust as well as prepares them for the answer or solution you are about to give them.


Stay on a first name basis

No matter how simple, every interaction must be taken as an opportunity to build on your relationship with your customer. This doesn’t mean agents should become pen pals with customers. It can be as simple as having agents presenting themselves and address clients by their first name.

By saying, “Alright [client’s first name], I removed the [product description] from your order,” automatically personalizes the interaction and makes the contact more familiar.


Personalize scripted responses

It's OK and to use scripted responses. Email customer service would be extremely time-consuming without them. Having to rewrite answers from scratch for frequently asked questions would be a bit of a waste of time. But customers don’t really care for obviously canned answers.


In a day and age where every client expects to receive unique and personal attention, it’s important to leave room for improvisation and fill in the blank's to adapt your response to each individual client’s case.

**Check out our personalized customer service phrases for agents**


Research and synthesize

When a client reaches out to your brand, this action is already a big step on their part. Now it’s your job to ensure your customer service agents can take it from there. Make it so that the client doesn’t have to answer back and reach out again (unless it’s to thank you for your outstanding service).


This can be done by doing two things:

  • Thoroughly understanding their question.
  • Reviewing and researching their individual case and history.


These actions might take a little more effort than a simple copy-paste of a scripted answer, but it will eliminate back-and-forth email exchanges and guarantee a happier customer.

Are you focusing your efforts on Average Handling Time or First Call Resolution?


Be casual within limits

There’s nothing wrong with sounding human. Using casual conversation and filler words like yep, OK, um and sure as you would with a friend is perfectly acceptable and even appreciated.


However, too much of a good thing can backfire especially when dealing with complaints. A conversational written tone can come off as unprofessional or not serious. A customer could misinterpret casual language for carelessness on a matter they consider serious.

 

Therefore, although a casual tone is welcome, a bit of formality is expected when dealing with complaints or serious matters.

When to use a casual tone

  • Exchange request
  • Product/company/shipping inquiry
  • Sale/taking an order


When to use a more formal tone

  • Faulty/broken product complain
  • Late shipping
  • Missing item

Avoid hidden negative words

Negative words might already be part of our way of thinking and language. They might not even seem negative. Words like but, actually, no and don't seem harmless but can negatively impact the tone of the message delivered to the customer and influences their perception. These can easily escape an agent over phone support.

Through email customer support, agents are given a second chance to adapt their language before sending, tweaking the message and wording to perfection.

Client: My order has not been received.

Agent: Actually, it appears as if it has been delivered in our system. But let me see what I can do about this package.

INSTEAD

Agent: It appears as if it has been delivered in our system. Let me see what I can do about this package.

See the difference? Your clients will too.

Thank them no matter what

Believe it or not, even customer complaints are gifts in disguise. In today’s busy world where time is of the essence, it’s important to thank your customers for taking the time to reach out. Every interaction provides insights and tips for improvement to improve your product and service. If used correctly, this can potentially increase sales and customer satisfaction.


A complaint should be seen as a chance to address any issues and shed light on areas that could have been overlooked.

For this, they deserve a big thank you.



Rocking at email customer support? We’d love to hear what tricks have worked for you in the comment box down below.

Source: http://blog.playvox.com/8-quick-tips-to-provide-quality-email-customer-service

Publish Date: August 22, 2016 5:00 AM


2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 



View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 14093 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =