Email can be used by your business to market to customers, alert them to new product offerings, and offer loyalty discounts or promotions. At the same time, e-mail can be used by your customers to troubleshoot any problems they have with your products or services, provide you feedback, and ask you any number of questions.
- Email Etiquette
Here at Ventrica we respond to many thousands of emails weekly on behalf of our clients and we ensure our staff follow email etiquette when responding to customers. This etiquette includes:
- Following standard rules of grammar, punctuation and capitalisation – misspellings and poor grammar reflect badly on any business so part of our recruitment process is to ensure our staff have superb written skills.
- We use a professional but conversational tone avoiding abbreviations unless we know the customer will understand them.
- We keep messages brief and easy to read, leading with the most important information first.
- We respond promptly and within service level criteria as nothing outrages a customer more than waiting too long for a response.
- Response management
Our email response management software allows us to intelligently route, queue, track and respond to emails in a timely and professional manner ensuring your customers enjoy a great experience and keeping you ahead of the competition.