5 Simple Rules for Building Customer Satisfaction via Email Support – Part 2
by Expertcity, Inc

In last week’s e-support tip, we discussed the importance of handling email-support requests in a timely and personalized manner. This week, our focus is on the following 3 simple tips:

• Be Professional: Always proofread your email response in its entirety at least once before you hit “send.” These few seconds are worth spending to make sure that your response is flawless. After all, if you didn’t care enough to check for errors, what does that tell your customer? But don’t stop with typos – you should also pay attention to the overall tone of your email. Is it excessively cold or overly friendly? Although it’s challenging, finding a balance is critical, because too much in either direction will make the customer feel uncomfortable. Also, remember that excessive use of capital letters and exclamation marks is considered unprofessional in business communication.
  
  
• Be Precise: Unless the support case is closed, make sure your email reply includes details that outline next steps. Does the customer have any action items, and if so, does he/she understand exactly what to do? What is your next action item? Are there any important due dates? Does the customer have to save your email reply or the ticket number for future correspondence? Be clear and precise. The last thing you want to have happen is to confuse the customer with your reply.
  
  
• Be Discrete: It’s best not to treat your customers like long-time friends, even if you have had a long-term relationship with them. Since email communication is less formal and much easier and faster than traditional business letters, communicators are sometimes tempted to loosen up and be overly chatty. Also, depending on the situation, emoticons might not be appropriate in your professional communication; however, emoticons are beginning to make an occasional appearance in business correspondence. If you have a propensity for using them, you might want to wait for your customer to be the first to establish usage.

Following these simple steps will improve your email support and drive greater customer satisfaction and loyalty. Interested in learning how you can build customer satisfaction via screen-sharing support? Click here to reserve your free seat for Expertcity’s May 28 Case Study Webinar.

About Expertcity
Expertcity, Inc. is the leading provider of Web-based remote-access and customer-support technologies. The company's award-winning screen-sharing technology enables users to securely view and control a remote computer. Expertcity offers two products: DesktopStreaming™, an application service that allows enterprises to remotely assist their users with technical support, and GoToMyPC™, a remote-access solution that enables individual users and enterprises to access and work on their PCs from any Internet location. Expertcity is certified by the TruSecure SiteSecure service, the industry-recognized security assurance and certification program that addresses all aspects of information security.