You have your online business running and sales are good. Your marketing campaign is bringing in new customers and your business is growing. You are receiving emails about your service or product now what?
A person who emails you has an interest in your business. To delay a response or ignore this person would be the start of your business decline. This may not happen immediately but eventually word of mouth will get around that you do not care for your customers or potential customers enough to provide good customer service. This will then lead people to go somewhere else for their purchases and or information.
Some tips for effectively dealing with email.
Try and answer email within 24 hours minimum. The maximum time frame you would want is 48 hours. To accomplish this you will want to set aside time each day just to respond to emails. Some say three times a day, morning, mid afternoon, and evening is best as it ensures everyone gets a timely response.
Make sure you are courteous and professional. There are some times you just don’t feel like answering a question that has an answer plainly on your website or sales letter, or some question you feel is irrelevant or foolish. The urge to send a fiery response is there. If you do not feel you can politely and professionally answer, take a break. Come back after you took some time to cool down. To the customer who asked this is an important part of their decision on whether they will do business with you or not. Do not push away a customer or potential customer with a hasty emotional response.
If you really dislike answering email or it becomes too much for you to keep up with, hire someone to do this task for you. You will want to choose this person carefully. Get someone who is friendly and knows your business. Find someone who has the time and English skill necessary to get a prompt and understandable reply back to the customer.
Some questions you will get over and over again. For these have a standard response set aside that you can cut and paste into your response and then tailor the rest of your response to that particular customers email.
Learn to use your email filters. This will automatically sort your email along with any junk mail you receive. The advantage now is if you set up folders for sales, customer inquiries, feedback and others, you can then prioritize your responses. Answer your emails in an order that you feel is important. You may want to respond to inquiries and feed back faster than sales. By using email filters you save time from having to separate into groups yourself.
We all understand that things do come up unexpectedly. This can cause a delay in responses. Make use of an auto responder, post it on your website, or send out a quick newsletter if something comes up. People are aware that things can happen and will understand, just make sure you keep them informed on when they can expect a response.
If you pay attention to your customers and potential customers comments, questions, or concerns you will make them a happy and loyal group who will help your sales. If you ignore them, they will then go somewhere else. This will also have an effect on your sales, only it will be a negative effect.