Customer Service Email

I read a very good article in DM News about Customer Service E-Mail and thought I’d share it. The article includes many important points including making sure that auto responder messages are reviewed by a writer for tone. I’d add to that a suggestion to schedule a time to review these messages on a regular basis. This includes the automatic messages used to welcome people to your e-mail list. After all, that’s your first impression.

Read the full article here

As you develop your e-communications strategies be sure to include a plan for responding quickly to inbound e-mail that will likely increase once you start sending more outbound e-mail. Remember – the key is to create a dialogue and build relationships. I’ve also noticed that a lot of people will simply send an e-mail to provide an updated e-mail address rather than use the “update my profile” link built into outbound e-mail software.

If an actual human isn’t looking at e-mail responses, you may be missing the chance to keep your e-mail addresses up to date and keep the dialogue going.

What’s working for you? What are your biggest e-mail customer service challenges?