What if you had the trust and loyalty of your customers right at your fingertips?
Companies often spend many years cultivating this trust and loyalty. Unfortunately, many companies overlook the best way to achieve this goal: a quick response to every customer email.
Email timeliness can save the day and really get your business (especially a local business) known. Still not convinced? Read on to find out our complete guide on why a quick email response is so important.
Simple courtesy
Sometimes the best reason to do something is the easiest. And when it comes to why every customer email needs a quick response, simple politeness often comes down to it.
We all know how frustrating it can be when someone doesn’t reply to an email. And soon enough you will be reading a lot of intent into this lack of response. You may think that the other party is rude, disrespectful, and dismissive.
That’s bad enough when it comes to personal emails or internal company emails. But when it comes to customers, they probably won’t wait forever for a response. Instead, they will likely take your business to your competition!
Even if your email is short and succinct (more on that later), getting customers recognized quickly is a way to show them courtesy and respect.
Clean up your inbox
Let’s face it: sometimes there is nothing more stressful than figuring out how many unread emails there are in your inbox.
If you’re not careful, these emails will pile up. Not only will this affect your productivity, but the mere sight of your increasing inbox numbers will become more stressful day by day.
To make it short? You need to get into the habit of answering emails (especially from customers) as soon as they come in. Customers generally expect shorter responses, so an immediate response doesn’t take long. And you will make your customers happy while making every employee’s dream come true: an inbox with no new messages!
Appearance of reliability
When it comes to your business and your brand, it’s no exaggeration to say that your reputation is everything. That’s why companies invest millions of dollars in complex marketing campaigns: to build their brand and build their reputation. But one of the best ways to build your reputation is free, and it’s a quick response to every customer email.
No matter how you answer and how much (or how little) you write, a quick response tells customers a lot about you and your company. It shows that you are both quick and reliable. After all, customers who notice your prompt customer service will find your company very trustworthy.
And that trust didn’t come from an expensive marketing campaign. Instead, it is important to click the “Submit” button in good time.
Increased accountability
We have focused a lot on how a quick email response will benefit your customers. But it’s also beneficial for you because it helps do what you may have thought impossible: it eliminates procrastination.
The essence of procrastination consists mainly of these four little words, “I’ll do this later.” But when it comes to customer emails, doing it “later” is very dangerous. At this point, your reputation has already been damaged and the customer may have moved their business elsewhere.
However, imagine what happens after you send a quick reply, e.g. B. “Thank you for taking the time to write to us. I will review and answer your question as soon as possible. “
The customer will be happy that you responded so quickly. But it is just as important that you have now promised to deal with your problem. Instead of forgetting the email or its concern, you made sure that solving your problem is now one of your immediate priorities for the day.
And just like that, you’ve defeated procrastination. A quick response will help increase your accountability and realign your priorities for improved customer service.
Buy some time
What is the main obstacle to writing a quick response to every customer? In some cases, you may be concerned about answering customers with complex questions or serious problems. And the reason is that it will take time to find the answer they deserve.
But as mentioned earlier, one of the best things about an instant response to consumer emails is that it can be brief. And “short” does not mean “final”. As our example above showed, you can simply thank the customer for writing and promise to get in touch with them as soon as possible.
Such short confirmation emails help the customer feel seen and heard. At the same time, the quick response effectively gives you some time to review more comprehensive answers to all customer questions and concerns.
Defuse volatile situations
Speaking of customer questions and concerns, here’s a simple truth: your happiest, most satisfied customers are the least likely to email you. Instead, you’re much more likely to hear from customers who have had a negative experience.
For this reason, one of the main reasons for a quick response to customers is to defuse a volatile situation. Basically, this strategy works because if a customer is already angry, they will only get angrier if they wait a long time for a response.
If you want to make sure that your first answer sounds reasonably neutral and respectful, you can use an email template and modify your answer as needed. Template or no template, your email should emphasize your respect for the customer and your desire to solve their problem.
Ultimately, you may not be able to make everyone happy. But responding quickly to customer concerns with courtesy and respect is the cornerstone of high quality customer service.
Quick response to emails: what’s next?
Now you know why responding quickly to customer emails is so important. But do you know who can take your email marketing to the next level?
We specialize in email marketing, analytics, A / B testing and much more. Learn more about our pricing plans today to see what we can do for your business!
© 2021-2020, Chris Duncan. All rights reserved.
