As email becomes more and more of a customer service tool it is important to treat it just as important or more so than the phone.
Remember to listen to my free tele-conference on using technology for customer service
Ask Dave Taylor writes this answer The solution? I believe that the key is to set realistic customer expectations. If you can’t get to most messages, then say so, with a notice like “Please check through our FAQ and knowledge base: since we’re a small firm, we cannot respond to all email queries we receive.” You’ll note that on this site, Ask Dave Taylor, I do exactly the same with the message on the Ask a Question page for just this reason.
If you can get to customer queries or have staffed the position, then you have latitude and can have a message like “you will receive a response to your query within 24 hours” or similar. But if you do that, make sure you really can answer queries within 24 hours.
Latest posts by Ramon Ray (see all)
- NEWS: Neglecting Website Basics Can Significantly Impact Sales - May 18, 2017
- News: U.S. Businesses Neglect a Major Information Security Risk - May 18, 2017
- News: Wix Launches SEO Tool and Google Integration - May 17, 2017