Top 4 Email Etiquettes that Call Center Agents must possess

we are going to discuss the top 4 etiquettes that support agents should possess to deliver phenomenal email customer service


At the present time, the demand of call centers’ services has been increased more than ever. This is so because call centers are the one that helps companies by handling non-core business activities. Business owners put their trust in a reputed call centre India so as to make the customer base bolstered.

Skills of support agents always decide the quality of customer service. That’s why call centers often conduct skill development programs after a short time span. Being a business owner, you should already know that call centers provide support service via different channels that include telephone, email, etc.

Unlike live chat or voice channel, email support medium is less popular among customers. The two major reasons behind that are:

  • Higher resolution time.
  • A lack of human connection.

Today, we are going to discuss the top 4 etiquettes that support agents should possess to deliver phenomenal email customer service. So, have a look at the following pointers:

Write in a Friendly Tone

 

Do you know why business owners approach reputed call center India? ‘To ensure that customers get an astounding support experience.’ Usually, customer service agents are instructed to use personal tone, no matter on which channel they are assisting patrons.

To provide phenomenal email customer service, support agents should write sentences in a friendly tone. This will surely give the personal touch that customers often experience on the voice channel. Apart from that, industry reports have also stated that 65% of customers prefer causal tone while availing support service from the company.

Note: Using friendly tone while responding to customer service email doesn’t mean that support agents should start using short forms and ignoring grammatical or punctuation mistakes. Actually, it means support reps should avoid using technical language.    

Use the ELI5 Technique

 

Customers prefer to avail email support service when they want the solution of complicated issues. Therefore, it is imperative to explain product-related information properly to customers. But sometimes support agents share information like they are communicating with their coworker, thereby, CX levels get dropped.

To leave an everlasting impression on customers, it is paramount to use the ELI5 technique. What does it mean? ELI5 means ‘Explain It Like I’m Five.’ As per this technique, agents should explain product-related information pretending customers are 5 years old.

The significance of this technique shouldn’t be ignored because if customers don’t understand the given answers, there would be no point in providing email customer service.

Use Canned Replies Properly 

 

Live chat support service gets preference from customers because of its immediacy. On the contrary, email customer service generally gets criticized because of the high response time. To make the email support service more preferable, support agents are allowed to used canned messages.

Because of using automated messages carelessly, support service reps mostly get thrashed by the customers. Of course, canned messages secure speed and consistency at the same time, but these can also erase the human touch.

Henceforth, it is highly suggested to use canned messages with proper caution to ensure an amazing support experience for the customers.

Say “Thank You”

 

‘Thank You’ is made up of two words, but it makes a double impact on the CX level. The primary reason behind that is whenever the company thanks customers for sharing product or service related issues, this makes them feel valued. Consequently, this leads to a strengthened relationship.

That’s why call centers or BPO firms instruct support service agents to say ‘Thank You’ before ending the customer service interaction. As far as email support service is concerned, it is significant for support agents to thank customers by writing a message in a personalized manner.

Wrapping up:

 

During the customer interaction, it is paramount for agents to do their best so that nothing can affect the business’s brand image. With the help of this blog, we have discussed the top 4 etiquettes that support agents must have for the sake of providing quality email support service.

If you have some other crucial information that should have been added to this blog, please tell us in the comment section.

Thanks for reading!!

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