Content & Copywriting

A Guide to Writing a Personal Feeling Customer Service Email

A personal letter customized for the reader
A personal letter customized for the reader
Photo source: Unsplash

Customer service mailing is an inseparable part of the general email marketing campaign. Email marketing is an excellent source to build strong and trusting relationships with your customers, providing them with a valued attitude and readiness to help with any issue. 

These days, formal letters are supposed to be outdated and have a small percentage of reading by recipients. Modern customers expect an open and friendly attitude from the side of the companies they partner with. 

Thus, email marketing managers need to learn the basics of communicating with modern customers and build personal relationships with each of them. Therefore, we collected the main tips that will help make your customer service email feel personal and reliable for your customers – regular as well as new.

Select the suitable greeting

When sending the first email to your customer, you need to establish a communicative writing style. Choose the format of your email marketing campaign – whether it is entirely formal or informal – where you can write in simple and straightforward language. 

Don’t start directly from the promotion of your services or products. The greeting is a must for emails of different types and formats. The tone and success of your email depend on the greeting. However, if this is the first mail to your new customers, we recommend selecting a more formal greeting instead of “Hey!”. As top writing reviews suggest, be sure you send a greeting that is capable of making a positive first impression.

For example, you can start your email with simple “Hello” or “Dear Mr/Mrs”. To end the message politely, we recommend writing “best or kind regards” with your name and contacts.

Personalize the emails by names

Nowadays, personalization plays a significant role in email marketing. To know the personal information of each of your customers, you need to think of ways to collect it. You can use various popular automation tools that can easily collect customer information from their orders, social media profiles, etc. 

An empty list of social contacts

As the information is collected and analyzed, you can make each email personal, adding the names of the customers – full names as well as nicknames on social media. Everything depends on the customer you are going to send this message to. If you don’t know the personal information about particular customers, just start with a kind greeting. 

You need to show the recipients your personal attitude, so your email will not be perceived as spam mailing. As soon as your email is marked as spam, you’ll no longer be able to send the messages to this customer from the same mailbox. 

The time of your customers and persistence are precious

Value the time of your customer as much as possible. Foremost, if you cannot resolve their problems right away, provide them with a quick reply, sharing this information. Don’t make them wait forever for any decision related to their issue. Secondly, if your mailing lasts for a certain period of time and includes several emails being exchanged, don’t start from the beginning in each of your emails. Keep your conversation going from the point you ended it in your previous message to show that you care about the situation. Do this with each of your customers and remember about all of them. 

Person behind laptop, looking at their watch

Be simple and clear in your wording

No matter what format of a letter you select, your writing language must be simple and clear for all of your recipients. Don’t try to write and communicate in a grandiloquent language, as it can discourage your customer from chatting with you.  Despite the complexity of the customer’s question, you need to be able to explain everything to everyone quite easily. For example, if you’re sending an order confirmation email, explicitly state the order status. Is it on its way? Is it being processed? Keeping your customers in the loop makes them feel secure in doing business with you.

As Rated by Students says, customer service email greatly impacts the overall customer experience. So you need to become a real friend to your customer, being ready to help them with any concerns they have. If the customer still doesn’t get some things, be patient and keep explaining the situation and possible decisions. Your task is to make the customer feel valued, not more confused or directionless. 

Provide tutorials on issues

Now, let’s take a closer look at the content that each message has to include, making the email clear for recipients. After the core problem is specified and you have explained how to solve it in the text version, you need to display the guide visually through a picture or video tutorial. Of course, to send this information, you have to prepare such instructions in advance. Some can be added to the FAQ block on your website, while other issues are quite rare and require more specific approaches. 

If you face an entirely unknown problem, you need to help your customers anyway, providing a new solution to the issue. In addition, you need to expand the FAQ block on your website or social media to save time for your customers and employees.

Redirect to useful resources

Redirecting is one of the solutions for situations when you don’t have enough resources to fix the issue. Your task is still to help your customers. So don’t be stingy in providing customers with additional information on where and how they can resolve their issues in the shortest time. If you don’t have tutorials available, you can boldly redirect your customer to partners. This approach will improve the relationships with customers. Remember, you are tasked with helping customers above all other purposes.

"Problem" on the board has been crossed out and replaced with "Solution"

Be careful with promotion

Talking about selling customer service emails, it is essential not to make them entirely promotional. The first and most vital rule – don’t start your message by selling your services or products, especially for new customers. Even if your brand is reliable and credible on the market, such type of email will look really suspicious. It will even probably be marked as spam and deleted. 

Foremost, you need to get acquainted with your new recipients and potential customers. 

So in your first message, you can be wholly dedicated to telling your brand`s story and, after that, ask what the сustomer wants – to find out more about the customer. Additionally, you can add the brand presentation and put links to blog articles, landing pages, testimonials, etc.

Then, you need to provide customers with information on how your company can solve certain problems and make their lives easier in your own way. Talk more about benefits for customers, not features or benefits of your services or products on the market overall.

 Once the foundation of your relationship is in place, you can start offering your business services. However, the offer must correlate with the needs and issues of your customers.

Answer all your customers’ questions

We all know this can be pretty difficult, but you should never get tired of questions from your customers. If required, you also have to send separate customer service emails to each of the questions you received from the same client. Don’t try to avoid these issues or overlook them. All of these details are really important for customer experience and customer retention. Moreover, the solutions to each problem or question must be clear and simple in execution. Keep in mind to offer additional help if the customer doesn’t get how to fix a specific issue. 

In conclusion

The client’s experience consists of many factors and details that influence customer retention. Customer service email is an important factor above all. Mailing is used for different purposes like receiving feedback from customers, resolving the difficulties they struggle with, and making them aware of new services or products you would like to sell. No matter how big your business is, you have to become a real friend and assistant to your customers. Showing them respect and value with the readiness to help them with various difficulties related to your company is key.