Monday, August 20, 2012

5 Tips to Better Manage Customer Email

Providing exceptional service when communicating with customers promotes customer loyalty and adds value, especially during busy shopping times or holidays. When sending email, customers (and eBay) expect fast, reliable solutions to their issues. Wait too long or answer incorrectly and your customers will soon be buying from your competitors. Here are 5 tips that can help you better manage your customer email.

  1. Formulate an Email Workflow - Create a plan that outlines how you will manage your email. Think about the types of emails you'll manage, issues they'll address, keywords, frequent questions, who will be answering email, etc.

  2. Tame Your Company Inbox - Once a workflow has been established, put it to work by sorting emails into specific folders or categories and assigning the right users to answer the email. This can and should be set up automatically.

  3. Assign Responsibility - Setup a "round robin" system so the right emails get to the right person for a specific period of time or day or assign individual staff members to monitor tags or folders they are responsible for handling.

  4. Create a Good Reply - Be sure emails are personal, to the point, consistent and have good grammar. Setting up standard (or canned) replies is a great way to be sure the right message is being sent. It saves time as well when the pertinent information is already set in the reply. Adding Return instructions is a great example of effectiveness and time savings. 

  5. Respond to Email Quickly - Customers expect answers within 24 hours. Be sure emails never go unanswered. Respond to emails even if there is not yet a solution. Set up auto-responders to let customers know the message has been received and when they may expect a response. 

ReplyManager, our web-based email management tool, can help you accomplish these goals. Let us know if you have any questions or need any help enabling any of the features, call us at 877-848-1310 or +44 (0) 20 3519 3494 for our UK customers or email

by Suzan Tucker
Customer Care Manager