Communication is a key element in running a successful business. To build an outstanding brand, keeping in touch with your customers is something you can’t afford to ignore.
With so many businesses already using Artificial Intelligence to keep in touch with the clients, not taking this into account could mean losing business to your competitors.
Emails have also been an efficient communication method for many businesses and the fact that you can leave an automated response whenever you are out of the office or not in a position to write back will help you maintain a healthy relationship with your clients. With the options available, there is no excuse for having a lousy customer service. However, automated emails can ruin a business if done wrong.
So, what constitutes a great automated response?
It wouldn’t make any sense having an automated response that doesn’t provide proper feedback to whatever question a client had. One of the best ways of crafting a great automated response is by putting yourself in your client’s shoes. If you had contacted a certain business with a question or a concern, what kind of feedback would look forward to? That’s the exact information your automated response should have. The feedback should among other things be friendly and helpful. Creating such messages is an art; perfect yours and be in good books with your clients.
Depending on the kind of email you are responding to, good timing is important when it comes to automated responses. If it is a welcome or confirmation email, sending it immediately is always a good idea. The idea is to make sure your customers get the feedback when they expect it. Good timing also shows that you take their needs seriously and took appropriate steps to address them.
Always go for strong and a relevant subject line. You don’t want to appear clueless and unprofessional. If you want your emails to go unread for days and even end up in the trash box, use an irrelevant subject line. A good subject line should compel the recipient to open the email. It should also give a hint on what the message is all about. This should not be a hard thing to do. Make it simple and straightforward. If for instance, you want to confirm a purchase, the subject line should state as much. If the feedback is about another inquiry, the subject line should clearly state the feedback is to provide information on the same.
Content will always be king when you are engaging with your clients. Always ensure the message is free of errors and other careless mistakes such as misspelling their names. Some mistakes will just erode the faith and trust the clients had in you. It might also sound like a good idea to have a generic response, but it makes you appear unprofessional and misses the point in connecting with your customers. The automated feedback should be as helpful as possible. Personalizing the messages is also a great idea, it shows that you care and always ready to listen to your customers. In some instances, you might not have the kind of feedback the clients are looking for, always give a timeline on when they should expect proper feedback. If it is a purchase, indicate the exact time they expect to receive their goods.
Clear Call To Action
The worst mistake you can ever do is failing to guide your clients or potential ones on the next step they should take. Provide a phone number if by any chance they want to contact you. Asking for feedback is also a great opportunity to know your customers’ expectations and generally what they think about your business. After purchase, it is always a great chance to request for feedback. If it is a clarification they are seeking about something and you need a few minutes to get the feedback, it is never a bad idea to ask them to check out your online store as they wait for the information.
Getting an automated response wrong could ruin your customers’ experience which could mean losing business. The essence of having an automated response is to keep in touch with your customers in a helpful and friendly way. Take time to create the content and always imagine what your customers would want to hear from you and give them exactly that.
An efficient feedback system has the power to take your business to the next level, use it to build great relationships with each and every client that comes across your business.