Responding to clients and emails can often be time consuming, especially when the sender is asking a lot of questions, or needs advice and help with anything. There is a process you can use to ensure that your responses are thorough, informative, timely and easy for the recipient (you) to craft. Here are some quick tips for handling customer support requests like a pro.
Have a selection of greetings and closings you would like to use and keep these available for starting and ending your emails. This means you just have to fill in the your responses.
Thanks so much for your question.
[Enter your response here]
If you have any further questions, please let me know.
First of all you need to make sure you have a database of commonly asked questions, and dilemmas, whether this be technical support for products or questions about your services, if you have had the same question more than 3 times from senders, then you need to turn that question into a “pre-defined reply”.
Whenever the question crops up search your database to locate the answer and copy and paste it into your response, customising it as required.
Locate The Actual Questions.
Some emails will contain a lot of words, for just a few questions or maybe only one question, depending on how the person communicates their requests, such as:
“I was thinking about getting a VA but I have looked all over and can’t find where you rates are on your site, I looked at your services page and I can see you offer admin support, but I cant find the rates, I have a cattery and I need some admin support because the paperwork is piling up, and I lost some invoices this week, but I am on a budget so I really need to know how much this is going to cost.”
Whilst this is quite a long email, we need to focus on the actual question in hand, and they want to know what your admin rate is. Whenever you get a story along with the email, try to whittle out the main points to address clearly and concisely in your response.
Itemise Your Responses.
If you have a large number of requests in your email, the best way to respond is via a list, such as:
I am happy to help, let’s go through your questions below.
Q1: How can I find your rates.
A1: Our rates are located at xyz.com
Q2: Can you help with invoicing?
A2: Yes certainly, further information on our invoicing services can be found out xyz.com/invoicing
Itemise your response to each question by going through long emails and picking out the key questions which require addressing, working your way through from start to finish.
Acknowledge And Refer.
If you have a question that you cannot respond to immediately don’t wait, acknowledge you have received the question or request and the action you are taking, whether this be referring the question to a colleague, requesting support from a third party, or waiting on a response from someone, just keep the sender in the loop, and explain what’s happening, and you will update them as soon as possible.
Having a proper support system to handle incoming e-mails is a huge bonus especially if you are busy, but email can be just as effective. Just make sure you are able to keep track of everything and can easily search previous responses if you need to check a history on the particular query.