Integrate Calls & Emails to Create a Harmonious Customer Experience - Ruby Receptionists - ContactCenterWorld.com Blog
Have you ever had a moment of panic after placing an order online?
Wait, did I choose my shipping address, or Mom’s?
Did I go with the black skates, or the metallic blue ones?
I remembered to add the Saturday Night Fever soundtrack to my cart, right?
Then, thankfully, reassurance arrives in the form of a confirmation email. Phew. You’re well on your way to a soon-to-be-legendary roller disco retirement party!
Likewise, a well-timed call or email can provide reassurance to your customers. Using these everyday communication tools in a complementary fashion shows clients you’re thorough and thoughtful, without adding hours to your already heavy workload. Here are three ways to improve your customer relationships by integrating calls and emails:
Add email follow-ups to your repertoire. Regardless of whether you forgot to mention something or discussed a topic to death, a follow-up email is the perfect complement to a telephone conversation. Use follow-up messages to reiterate key information (Here’s a link to the website we talked about), or share additional information (I thought you might find these resources helpful). Even when you don’t have anything to add, a quick message builds rapport. Two or three lines of type can work wonders!
It was great to talk to you today! Feel free to call or email any time. Hope you have a great time at the game this weekend!
Use templates for common topics. While a “nice talking to you” follow-up email may take just a few seconds to draft and send, more involved topics likely require a bit more time and effort. When you find yourself covering the same topics over and over with your clients, email templates may be a good solution. If you can set aside time to write a collection of templates, great, but if not, just save the next email you write addressing a common topic, and tweak it for future recipients. No more time wasted searching for the perfect words to write what you’ve written countless times before!
Know when to call. What if a client emails you rather than calling—you should email them back, right? Not always. While it’s pretty safe to assume a client who emails you would prefer an email response, sometimes it pays to pick up the phone. If you find yourself fretting over an email reply for an inordinate amount of time, a phone call might be in order. It’s always best to call a client when you need to say “no,” or when the chance of misunderstanding seems high. Similarly, when you need to be sure your client really “gets” what you’re trying to convey, a conversation definitely wins out over a complicated message. The tone of your emails may be consistently impeccable, but nothing beats a friendly voice when the stakes are high.
What if you reach voicemail when making this all-too-pivotal call? Leave a friendly voicemail message, and—you guessed it!—send a follow up email:
Thank you for emailing me! I’d love to talk about this over the phone if possible. Is there a time that works well for you?
They may seem like small touchpoints, but conscientious calls and emails can go a long in establishing trust with your clients. Here’s to thoughtful communication!
Publish Date: May 10, 2016 5:00 AM
|All Suppliers||Get Listed|
(VIEW OUR PAGE)
Аутсорсинговый контакт-центр ConceptCall| КонцептКолл специализируется на исходящем и входящем телемаркетинге: мы предоставляем услуги по осуществлению холодных звонков и продажи по телефону, проводим...
|PREMIUMFuture Gen International Pte Ltd|
(VIEW OUR PAGE)
Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
View more from Ruby Receptionists
Recent Blog Posts:
|Webinar: The Secret to Attracting and Retaining Customers||October 12, 2016 5:00 AM|
|What Does it Mean to Be a Customer Service Champion?||October 5, 2016 5:00 AM|
|3 Overlooked Soft Skills that Set Your Customer Service Apart||September 15, 2016 5:00 AM|
|WOW Customers by Delivering the Unexpected||September 13, 2016 5:00 AM|
|Emotional Intelligence: The Customer Service Super Star||August 16, 2016 5:00 AM|
|Webinar: The Insider’s Guide to Hiring a Virtual Receptionist||August 11, 2016 5:00 AM|
|How Consistency Carves a Pathway to Legendary Service||August 9, 2016 5:00 AM|
|Webinar: How to Create Raving Customers that Grow Your Business||August 4, 2016 5:00 AM|
|Before the Phone Call: How Content Marketing Can Help Build Leads||August 2, 2016 5:00 AM|
|8 More Telephone Touchpoints for Delighted Callers||July 19, 2016 5:00 AM|