Customer Service

5 E-mail Messages That Reduce Customer Service Requests

Could sending an e-mail help reduce the Customer Service requests your company receives? One way to lessen the burden on your Customer Service team is by sending targeted e-mails. What information do customers need most, and how can you use e-mail to strategically get that to them, while limiting calls to Customer Service? Here are five e-mail messages that can cut down on Customer Service calls and requests.

Order confirmation and status updates: One of the most common reasons people contact Customer Service is to find out if their order was received, where it is in the process, or if it’s shipped. Dramatically reduce the number of calls your company receives by providing order information and shipping details and making them trackable online.

Automated return labels: If a customer wants to return an item, make it easy for him or her to do online. Some companies include a return label with every package they ship, which simplifies returns. Others will send an e-mail after a package is delivered with a link to an automatically-generated return form. Streamlining the return process improves the customer experience, while saving your Customer Service team significant work.

Coupon codes and promotions: For online businesses, many Customer Service requests are from people looking to confirm the latest coupon codes and promotions. Don’t make it difficult for them to find this information on their own. Post promotions on your website and on common coupon websites, and consider including them in e-mail newsletters. This will drive more conversions and help eliminate calls from angry customers looking to make sure you’re giving them the best price.

Return policies and other company policies: When customers make a purchase, it’s important that they understand your policies. Every business is different, and your Customer Service agents are often faced with the same routine questions: Is your return policy 15 days, 30 days, or 90 days? Do customers pay for returns or will they be covered free of charge? What’s the warranty on a given product? Provide this information in an e-mail when a product is purchased to make it easier for customers to find it on their own.

Company changes: Is your company changing physical locations or updating business hours? Consider letting your customers know via e-mail. Proactively notifying customers on multiple channels—at least two times—will help ensure they’re seeing the right details while minimizing routine requests for information.

Whether you’re updating customers on something they’ve bought, educating them on a company policy, or apprising them of a key location change, e-mail is your friend. By carefully planning your communications ahead of time, it’s possible to cut down on the Customer Service requests you receive and have happier customers who feel connected and informed in the process.