Shopify seller: EDM marketing should be combined with salesmartly to easily get the conversion rate

key word ：Shopify The seller 、EDM marketing 、 Conversion rate

The longevity of email communication is a controversial topic . I believe you have heard of “ Email is dead ” That's what I'm saying , And you should discard it in new technology and communication channels , Social media, for example . However , Email is still one of the important channels of customer service , Some of your customers will use it to contact you .

Customer service email etiquette

Customer service email is support and sales information designed to solve specific problems . please remember , If you include an email address on the website , You can expect customer service emails . The round-trip nature of email will give you some leeway in response time .

1. Use formal or informal style in email

Use the data you collect about customers , Then decide which type of conversation you want to have . The formal or informal style of email will determine its overall structure .

Using a formal style is a safe choice , But it usually doesn't sound personal or from real people . Informality is a risk reward situation . You can gain trust by preparing personalized informal replies , But it may also irritate some customers .

2. Greet the customer

With sincere “ Hello ” Opening your message instead of being straightforward is the first step you can take , Make your email more personalized . Too many customer service e-mails read like businesses charge a huge fee for every character in the e-mail , And they try to save money on greetings . You don't want to make such an impression . Select the beginning of your email from this list , And say hello to email .

3. Address the customer by name

If you know the customer's personal information , You should use it in conversations . To make your information more personalized , Please use their names or Sir / Beginning with lady . If you are dealing with a very traditional industry , And their surnames . This will add another layer to the relationship with your customers .

I don't know the name of the customer ？ Just use the greeting itself . Do not use things like “ Customer ” Strange titles like , Or worse , Refer to the customer by case number , Thus reducing the degree of personalization of communication .

4. Thank the customer for contacting you

It is very important to thank the customer for contacting you . You may think you should hear and answer the customer's questions “ thank you ” People who . However , The opposite is true . You should thank the customer for asking questions .

After all , The customer is doing you a favor . They have let you know that something doesn't work or something is difficult to understand . therefore , Before you move on , Please thank your customers , And take customer feedback seriously , Because it's good for your business .

5. Use simple language

Have a whole conversation with the customer , It's like you're talking to them face to face . This means that it is inappropriate to add jargon and complex language to your response to customer service emails . Don't use this type of language , Because it will backfire , And it will bring more problems and concerns to customers .

Create better support email

Now you know how to create and write better support emails , To make your customer communication influential 、 Uniqueness and personalization . Make sure that every email that leaves your system is professional and focused on customers . Use the techniques mentioned in this article to write your customer service email . Try templates and automation in your customer email communications , And accelerate your support process .

as everyone knows ,SaleSmartly It is a very easy-to-use intelligent customer service chat software , But what you may not know is ,SaleSmartly Also has a strong ability of e-mail marketing , This includes rich email templates , And you can also create your email content freely , Besides ,SaleSmartly It will also keep track of your email sending , For example, delivery rate , Open rate , Click through rate and so on .