A long time ago, email stopped being a personal communication tool only.
Do you remember when this one seemed to serve only for currents of change, dramatic PowerPoint presentations and cute images of the sunset? Well, that reality has completely changed and today it is an important tool for companies, particularly with regard to the relationship with collaborators, suppliers and mainly with customers.
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Beyond having gained a place in the routine of the world, it is worth remembering that it has been accessible since the emergence of smartphones and has now absorbed a large part of Internet access. If this tool is so important, it is clear that your company needs to be careful when using it to interact with its audience, is it not?
If your answer is negative, dear friend, it means that you need (urgently!) A review of your concepts and rethink how the responses of the company’s emails are. Start by taking a few minutes of your day to check what we are going to say now:
The importance of email
Keep in mind that it doesn’t matter if your business is virtual or not. Being prepared to talk to your client or potential client by email (as well as all forms of service) must be one of the priorities of the company.
If you’re still not convinced, here are some of the benefits of using email correctly to talk to your customers:
- Formalize communication, therefore, what is said is recorded. This protects both the company and the customer, in addition to avoiding headaches between what “said and did not say”, which is completely unnecessary.
- They do not have telephony costs, Skype credits, letter delivery, etc;
- It is practical. Think about how simple and fast it is to open, read and reply to an email;
- It is didactic, because nothing better than a well detailed email or explaining a practice step by step, for example.
These are just some of the advantages: our article today will give you some essential tips to make it more effective.
1. Get organized
In order for you to establish a healthy relationship with your clients using email, it is essential to have organization as something essential in your day. Some tips to help you are:
- Clean your inbox every day. But do not do it randomly and do not delete any email. File them as you resolve the situations dealt with.
- Create reminders to send emails you have promised, as well as calls and meetings. Schedule your emails to not leave your expected client; commit to the deadlines already defined.
- It defines priorities, thus, when opening the inbox, it responds to emails according to that definition.
- Separate and limit a time to take care of your email, even if that means leaving some emails for later. If you read and respond to emails throughout the day you will not do more of your routine, so it is important to set aside that time every day, so that no customer is left unanswered.
2. Think about the subject of the email
The subject is the title of the email. Therefore, as well as when defining the title of an article, nothing to beautify when you need to create the subject of your email.
Think that the client receives several emails throughout the day and you will compete for their attention with newsletters, stores, promotions, competing marketing emails, personal emails, etc. This is why you must be capricious when thinking about the subject of your email.
Keep in mind 3 essential points for this:
- What is the central theme of the email?
- It is urgent?
- Is it attractive enough?
If the matter meets these three requirements, you can send it!
3. Attention when writing a support email
First, do an exercise in putting yourself in the client’s shoes. If your company intends to offer a quality product or service, it positions itself as a serious and consolidated company in the market, with a first-rate team. But, if you send an email with errors in Spanish, abbreviations or acronyms (the famous “tmbn” “q”, among other typical informal conversations), what will it represent? Well, at least a certain inconsistency between promise and delivery, isn’t it the same? So after writing an email, be careful and do a little checking before sending it to your client.
4. Never leave your customers unanswered
Many companies sin by treating email as something that doesn’t need a response. As much as you use the phone or Skype, for example, to resolve the demand that has been made in an email, remember to formalize what was done or agreed via email as well.
5. But… Don’t answer without really having an answer
Despite the importance of responding quickly to the client, think with me: what will be the use of sending an email in response to the client with content such as “I will solve your question and then I will answer you”? This type of email will be irrelevant and will only serve to fill the customer’s inbox. So answer only when you have a solution to the problem or the answer to the question the customer asked.
And don’t bother giving wrong answers just to do it fast. Remember that there is a big difference between doing one thing much faster than any gesture and doing another in skillful time and with quality. Give priority to the second option when serving your client.
6. Use templates
Templates? Yes! This word that often causes chills because it is generally associated with everything having a pattern, however, can be salvation. If your clients are used to presenting constant doubts, create a material that clarifies them and leave it in a folder in an organized way, either in the email draft itself or in a template document on your computer. Replicate the answer, but pay attention to always call your client by name and address him, mentioning in the body of the email, his company, or add something that makes this template more personal.
In addition to that, it is necessary to establish email patterns according to specific circumstances such as:
- Delay of deadlines;
- Sending budgets;
- Sending news;
Bonus: Remember these guys when writing your email
- Be polite, always say hi. Use the magic words “Hello”, “Good morning”, “Good afternoon”, ask if you are well. And in the farewell, use a “Thank you”, “I am at your disposal”, “At your command”, send hugs, etc. You can be sure that this will leave your image impeccable with the client.
- Get as close as you can, but be respectful. As much as you are the type who drinks a beer with your closest clients, remember that when dealing with work things by email, it is necessary to be formal. Of course without speaking of more. Find the balance and mainly identify the ideal deal according to the customer profile;
- Leave the email visual to facilitate the understanding and absorption of the information. If you need to solve several things, for example, segment the information and use themes to organize your email.
- Avoid unnecessarily long emails: emails are fast communication, so it must be direct. Say what has to be said, and voila!
- Abusing capital letters (NO) and exclamations (!!!!!!!!!!) is horrible and gives the impression that you are screaming.