Customer service is a prerequisite for any company. However, integrating customer service and email marketing is a successful combination that will allow you to generate value in your interaction with customers. Here we explain how to achieve this.
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How to make the combination of customer service and email marketing a reality
1. Ask yourself the main questions that customers ask
2. Establish a fixed and predictable response protocol
3. Offer alternative means of contact
How to make the combination of customer service and email marketing a reality
An email marketing solution helps you reach more people. The thing is that you don't have to stop at the advertising or sales process; email marketing can also be an interesting option to respond to users' questions and requirements , and do so with criteria, integrating both functions. If you do it well, you will improve your corporate reputation, increase your return ratios and boost customer loyalty. What you do need to know, from the start, is that to provide a quality service you have to follow a methodology and strategy. Only micro-businesses with a very small volume can afford to provide an " improvised" and non-automated service. If you aspire to grow, you will have to follow an order to be able to answer several questions.
What are the right steps to perform a quality integration that helps? We highlight the following aspects:
1. Ask yourself the main questions that customers ask
This is essential because, in the end, most of the questions are recurring. To do this, you would have to prepare a FAQ section (frequently asked questions) to provide a quick answer.
What are the practical implementation methods ? First, through automatic response emails when a question is raised. The second method, somewhat more cumbersome but also effective, is to have this information in a section of your website and redirect the customer. Both solutions are optimal, as long as they are well structured.
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The answers must add value and provide real solutions. This will simplify the procedures as much as possible and, whether you like it or not, will save you time and money.
2. Establish a fixed and predictable response protocol
The email(s) are prepared and in the appropriate format, but the vp security email lists response must be well defined and timed. You must expect a commitment to respond within a maximum of 24 hours on working days .
On the other hand, traceability is central to customer service . This means identifying the incident, making the first contact, checking if it has been answered and, if possible, sending another email to ask if the query has been satisfactorily resolved. Remember that this is also a way of checking if the human team is carrying out its functions correctly.
The ultimate goal is to be able to follow the entire process and check that you have successfully met the expectations created. In the long run, this will have a positive impact on your results.
3. Offer alternative means of contact
Email marketing is essential, yes, but it is not the only means of contact. Along with email, you should offer other options such as face-to-face support (if you provide it) or a phone number . In the end, email should be the method to generate leads or, in the worst case, retain them.
It is important to note that, in order to choose alternative methods, you should perform a SWOT analysis (Strengths, Weaknesses, Opportunities and Threats) applied to your company . This will allow you to know which are the most useful alternatives for your company because each company has its own idiosyncrasies.
What do you need to achieve in this case? That no user or subscriber of your page or company, and we repeat, none, is left without a response due to lack of resources.
The combination of customer service and email marketing is essential, so you cannot postpone adaptation policies. Are you looking for a partner that can help you achieve your goals in your company or agency? Mittum is the right company because it provides a comprehensive service for companies and a free email marketing solution .
