Getting emails from your customers is a very good thing. It shows that they are engaged with your company. But, when you get an overload of emails and if most of them happen to be negative, then it gets irritating. And believe me, that irritation will show up in discussions with your customer.
Support emails play a vital role in helping you improve your product, grow your business and build better relationships with your customers. But if your support team is getting too many incoming emails, then response times can suffer, and your business can end up paying dearly for delivering less-than-excellent customer service.
However, there are some proven methods that you can use to reduce the number of support emails that your team gets. Most importantly, how do you deal with emails in time without it affecting the response time.
Here are some tips to get fewer emails to your support email ID and on dealing with incoming emails effectively and quickly.
1) Converting emails to tickets and have them categorized automatically
When the support mailbox is filled with emails and junk emails it becomes difficult to handle them efficiently. With Impel, you can easily categorize and prioritize tickets and assign them to the right people in your team with specific rules and workflows.And you don’t have to worry about multiple agents responding to the same ticket anymore because everyone in the team can see who is assigned which ticket and who is working on which ticket along with its status. It is so easy to setup and use that you’ll be able to start resolving tickets in minutes. You have the flexibility to assign specific domains or email IDs as Junk, such that those emails never get assigned to an agent, wasting their time unnecessarily. This not only saves the support person’s time but reduces the number of unnecessary emails in your support box.
2) Make a note of Issue-types that fill your Inbox
In general, companies will have a certain types of issues that keep repeating. Do you know what those Issue Types are for your company? The fact is that if you’re not tracking, you’re guessing and not aware of the exact numbers. Having a system to track support issues doesn’t take very long; we use tagging feature of Impel’s Omni channel solution to categorize tickets by issue type. This lets you see exactly what Issue Types are taking up your Support agents’ time. Sort out those specific issues and see the number of emails to your support IDs drop dramatically. Or set up answers to those issues as FAQs in Impel and let your customers help themselves, without having to raise an email ticket. When you know what to focus on that would reduce the number support tickets, you can eliminate a lot of trouble tickets.
3) Build an easy to use FAQ
A self-serve FAQ that contains answers to frequently asked customer queries is one of the most effective ways to quickly cut down on the support tickets. During one survey by Coleman Parkes of nearly 3,000 online consumers, an overwhelming 91% said they would use a single, online knowledge base if it were available and tailored to their needs. Whereas 75 percent of surveyed consumers said they would prefer to use online support if it were reliable, but only 37 percent currently even try to use self-service options, which are often perceived as inaccurate or incomplete.
It’s not enough for your FAQs or knowledge base to be there. It has to be really good and usable.
To make sure that you have a very detailed FAQ that is created keeping in mind the customers and is one that the customer actually want to use, make sure that you regularly:
a)Update it with new features, and remove outdated information
b)Update it with new questions that you’re asked by the customers if already not listed
c)Collect feedback from customers on regular basis
d)Try to add some links that explain or add some screenshots
4) Improve Your Onboarding
To your business, two of the most important milestones in the life of a customer are:
a)The moment they sign up for your product, and…
b)The moment they achieve their first “success” with your product
The purpose of onboarding is to take your customer from (1) to (2) as quickly and smoothly as possible.
On demand customer service – available on your website or in your app, wherever your customer is running into an issue – stops support emails right at the source. This can be offered with a help widget and with live chat and in- app chat. A help widget is like a miniature knowledge base that follows your customer around as they use your product or website.
Live chat has become important for online customers: in one Forrester survey, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a site can offer.
5) Improve First Call Resolution (FCR)
Another huge source of inbox clutter for many support teams is unnecessary back-and-forth with customers. Trying to solve customer’s problem with a single response – becomes an even more important goal. By lowering the average number of replies that get sent per ticket, you can dramatically reduce the load on your support mailbox.One of the best ways to improve FCR is by improving the thoroughness and clarity of your customer support queries and handling it with ease by keeping upto date with the product and its features. Train your agents to search your FAQs and Knowledge base for answers, so that they respond to customer queries accurately and fast.
6) Provide Live Chat
A well thought live chat helps to equip your visitor with realtime interaction services for instant communication and for enhanced customer relations. The addition of live chat on websites is a boon for online businesses. Not only it allows them to interact with their customers on real-time basis but also facilitates them to create an impression on visitor’s mind and ensure recurring visits instead of sending emails and waiting for a reply.
7) Keep your Customers updated
SaaS companies constantly make changes to the product and so does Impel. We keep bringing in enhancements to the product based on the feedback and reviews from our customers. Many of these updates impact all of your customers, but too often, companies let customers discover product changes for themselves; a mistake that leads to confused users and, yes, more support emails to add on to the existing clutter.
As part of your product update checklist, make sure that if your customers will be affected by a change you’re making, that you let them know about it in much advance so they don’t get baffled with the changes. Regularly update your product blog so that your customers know where to find up to date information about your product.
I know there are many more points that can be discussed here. I have just shared a few important ones. Let me know what you think is important.