The main tasks of email marketing today are to constantly increase customer engagement and maintain loyalty. If you work in the B2B field and you manage to attract new subscribers, you will be able to constantly increase the number of sales. It is important to maintain a decent level of customer support at all times and send quick responses to their actions. But how do organize a unique customer service flow and not write each letter from scratch before sending it? Here are some tips and work patterns that will increase productivity and provide decent support.
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Best Tips for Writing Emails for Customer Service
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Use the client’s name
Always use personalization when writing emails. If you only know the name of the company, include it in the text. If you know the names of responsible employees, it is better to send personalization to their address and write the name in the subject or body of the letter. The more information you have, the more likely you are to get their attention. For example, include where and when you met, what accomplishments the co-worker impressed you with, or what common contacts you have. Including personalization is the same as including personalization while creating an invoice to ensure the customer’s trust in you.
Even if you’re sending out a bulk email, B2B customers need a personal touch. It is important for them to feel special, otherwise, they will not want to cooperate with you.
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Record previous conversations with clients
Give your customers as much personalization as possible. By saving all the chains of calls and answers, you will be able to collect all the data about the client, his experience of interacting with you, and the most interesting aspects of B2B cooperation.
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Highlight key facts about their business or buyer persona
You should know as much information about your potential B2B partner as possible. Collect data about:
- niche and industry of business;
- company size;
- the best works;
- employees;
- budget, etc.
When collecting the image of the buyer, pay attention to trusted sources of information and be interested in even the smallest details. For example, use the profile data of a company or its employees on LinkedIn.
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Try to understand their problem inside and out
Analyze the problems of potential customers in order to be able to solve all their pain points and offer assistance in achieving their goals. Companies often need support but rarely talk about it. The more information you have, the more likely you are to find something in common between you and start cooperation.
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Keep Your Emails Short and Concise
Approximately 80% of people use their mobile phones for checking emails. Now phones have small screens, so even a slightly large amount of text can feel overwhelming.
That’s why it is necessary that your emails are written with mobile phones in mind. They should be very short and concise so that they do not clutter the screen. This makes it easier for the recipient to read them.
An easy way to summarize the content of your emails is to utilize a text summarizer. An online text summarizer can automatically reduce the length of the given text while preserving the most meaningful sentences. You may also use Grammarly Premium (free trial is available) which will automatically color-label overly long and complicated sentences.
Short emails are more likely to be read by the recipient rather than a long one. Hence, always make sure that the content is summarized before sending the email.
10 Customer Support Email Template Examples
Ready-made templates will save time in composing each letter before sending it. This will increase your productivity and save you from constant checks on the text of the letter. You can use the templates below, or create your own according to our advice.
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New client registration
The first impression of your company should be as pleasant as possible. Be sure to greet and thank the new subscriber. Offer him useful links and a corporate offer so that the representative of the company and other employees can evaluate all the prospects for cooperation with you. FitSW, an app for personal trainers, offers multiple guides in their welcome email that help personal trainers do their jobs more effectively.
Sample:
“Welcome to (employee name or company name)!
Thank you for your trust and registration. We invite you to familiarize yourself with the entire list of our services (link).
We’d love to help you achieve your goals!
Sincerely, (your company name).”
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Response to a customer complaint
When a client speaks frankly about some kind of service problem, react with lightning speed and only to this specific problem.
Sample:
“Welcome to (employee name or company name)!
Thank you for taking the time to provide feedback.
We’re sorry you’re experiencing (problem description). We hope you can give us another chance. We will do our best to remedy the situation.
We offer you (any encouragement) as an apology, and look forward to continuing our cooperation!
Sincerely, (your company name).”
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Reply to a client who left on good terms
Sometimes customers unsubscribe. It’s good when this happens not because of negative experiences, but of personal initiative. It is important to let them go quietly. Prepare a ready-made classic farewell message, but leave hope.
Sample:
“Welcome to (employee name or company name)!
We are very sorry that you are leaving us. We hope we have been helpful to you all this time.
We believe that soon we will be able to cooperate again! Good luck with your business!
Sincerely, (your company name).”
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Reply to an upset client who refused
Treat with understanding the partner who refused to cooperate. Talk about the problem he has, empathizes with him, and try to solve it.
Sample:
“Welcome to (employee name or company name)!
We are sorry about what happened (describe the problem). Our staff is already working on the problem. Perhaps we can still change something?
Let’s call at any convenient time. We assure you that we will be able to make you a worthy offer!
Sincerely, (company name).”
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Request customer feedback on a purchase
B2C reviews are a more common process. Getting them from your B2B customers is not easy. Upon successful completion of the transaction and after the first stages of cooperation, be sure to ask customers to leave a review.
Sample:
“Welcome to (employee name or company name)!
Thank you for your cooperation with us. We wanted to make sure everything went well (describe what the customer ordered or should have received).
Could you write a review in the next section (send a link for the review)? This will help us get better!
Sincerely, (company name).”
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Thank the customer for the positive feedback
A thank you letter is a great way to strengthen business relationships. If you receive positive feedback, then be sure to send it to your client.
Sample:
“Welcome to (employee name or company name)!
Thank you for your wonderful review of our collaboration. We are glad that already (write the number of days/months/years) we are working together. We have many more wins to come.
Thank you!
Sincerely, (company name).”
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Explore the possibility of collaborating on content
In order to get the opportunity to collaborate on content, try giving a few compliments to your partners. Also, write down all the advantages and benefits that the company will receive from such cooperation.
Sample:
“Welcome to (employee name or company name)!
We admire your site design and creative approach to the user interface. Our company offers the following services (describe them).
Cooperation with us will allow you (to describe the problems that your services solve and all the benefits of cooperation).
At the same time, we could help each other in working with content, which would allow you to attract a large audience to your and our business.
Let’s discuss working together at a convenient time for you. We can help each other.
Sincerely, (company name).”
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Providing an answer to a customer’s problem or request
Always respond to any problem or request that is brought to you. Offer all possible solutions to them and prove that you were not mistaken.
Sample:
“Welcome to (employee name or company name)!
We are very sorry that you experienced a problem or request (describe it). Already after (estimated resolution time), we will fix everything.
Sorry for this experience. We will inform you when the issue/request is fully resolved.
Sincerely, (company name).”
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Replying to an upset client asking for permission
Sometimes companies are faced with the banalest problems that adversely affect their interest in working with you. Let their employees share them and suggest a solution. Arrange a personal meeting or phone call and discuss all the details. Acquiring best answering service companies could also be the way to go.
Sample:
“Welcome to (employee name or company name)!
We are already looking into your request (describe it). We’ve sorry-this happened!
We are ready to discuss the issue in any format convenient for you.
We will resolve the issue shortly. Thank you for your patience!
Sincerely, (company name).”
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Rejection of a discount request
When concluding a contract for long-term cooperation and the provision of a large volume of goods/services, companies often ask for a discount. But, unfortunately, you can not always offer it. It is important to communicate this carefully so as not to affect further cooperation.
Sample:
“Welcome to (employee name or company name)!
At the moment we are not ready to provide you with the desired discount.
But we can give a 3% discount on the total purchase price.
We will try our best to give you the best offer as soon as possible.
Sincerely, (company name)!”
Conclusion
According to research, about 31% of B2B marketers prefer email as the best tool for generating new leads. If you still do not use email marketing or are afraid to integrate it into your business, use our tips and ready-made templates. They will allow you to create the perfect support channels for your B2B customers, which will bring you new customers and profits.
