How to Provide Customer Service Via Email and Support Tickets

by | Dec 17, 2013 | Automate Support, CRM, Customer Support, Troubleshooting

As new technologies have appeared, so have new avenues in which to provide customer service. Just fifteen years ago, there were two primary methods for handling customer experience issues: face-to-face and over the phone. Those two methods are still in use, but now customers can utilize chat and email and support tickets to get the help they need. Each methods brings its own challenges, so how can you provide sterling service over email? Here are some hints.

First, have personality in your interactions. Try to reflect your company’s persona and philosophy in your email responses. Some customer service experts suggest using different signatures and macros for different responses. Next, and this should go without saying, you’ll need good writing, communication and analytical skills. In email-based interactions, you won’t have the privilege of being able to ask questions like you would in chat, phone or face to face situation, so you’ll need to be able to determine the customer’s problem from the information provided. You will need to be able to communicate the solution to the customer in a clear and concise fashion. Finally, work quickly to resolve the customer’s issue. When you receive the initial email from the customer, send an acknowledgment email to let them know you are aware of the issue, and then work to resolve it.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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