If you are a Customer Service agent, it is likely that you respond to dozens or even hundreds of emails per day. And these are not ordinary emails that pile up in your inbox, on the contrary, you are in a direct communication with your clients and you are representing your company. The impression you make will directly impact the company’s brand, i.e. you are accountable for representing your company in the best possible light.
There are a couple of rules I follow when it comes to writing a support email:
- Make the email personal and let the clients know that they are communicating with a human, not the machine.
Spare your clients templates and predefined replies. No need for that, I bet the clients will appreciate if they realized you took time to write your reply. And they will appreciate it even more if you take a personal approach and empathize with them. I guarantee that!
Bad example – Greetings, $client. I have read and understood your ticket. I will contact you again once I find the right solution. Best regards
Good example – Hi, $client! Thank you for using our app! The issue you reported seems a bit more complex than I expected and I will have to investigate everything thoroughly. I’ll get back to you as soon as possible! Thank you for your patience! Best