Just because you are working in technical support doesn’t mean you will no longer be dealing with customer emails. For someone engaged with troubleshooting hardware and software, writing tech support emails may be a big deal to you. However, you need to realize that there will be times when you need to a write tech support email.
As someone engaged in technical support services, writing an email may not be as simple as you think it is because you can easily make a mess out of it. Playing with words may turn out to be something confusing for you. For this reason, you need to learn how to create a tech support email effectively.
Technical Support Email Etiquette
Before learning how to write a technical support email, you first need to understand email etiquette.
Be professional but personal
When sending an email, keep in mind that you are representing your company so use a professional but friendly tone. About 1 in 3 people say that being knowledgeable and friendly is one of the most important aspects of customer service. However, you should not treat emails as a transaction but a conversation between you and the customer.
If possible, use your name and show your face to add more personal and human touch to your email. More importantly, learn how to say “Thank you” as a sign of your appreciation for the email, regardless of tone or content.
Empathize and listen
Every customer has a unique problem, so deal with them differently. Good customer service is not just about resolving the issue but letting the customer know that you understand and care for their situation. Even if you already know how to fix their issue, never take their concerns lightly. When replying to their emails, make sure that you resolve all potential issues, as this will reduce the number of responses you will make to address their concerns.
If the issue is due to a “user error,” don’t blame them as this may cause the customer to be more annoyed or upset. Remember, they may already be irate when they emailed you, so give them clear and concise help. If the issue comes from your end, apologize and don’t procrastinate.
Speak in a language the customer will understand
Once you have found a solution, compose your email in a logical and non-technical manner. Never assume that customers know as much about your product because that is where more problems may arise. Not every customer can understand technical jargon, so explain every step in the process. Be thorough and anticipate possible questions and resolve them before the customer asks.
Similarly, don’t treat them like they don’t know anything. The customer may think of you as condescending and may become a source of frustration to them. There is a difference between how you will provide 24/7 technical support to a 60-year old who may not understand computers and a 20-year old who may have been using one for years.
Steps in Writing A Tech Support Email
Since you are working on your company’s technical side, writing a support email may not be your cup of tea. But when you are loaded with support tickets that you need to answer, learning how to respond to emails becomes vital. Here are the steps:
1. Address customers with their name
Calling customers by their names provides a way of connecting with them on a personal level and can make a huge difference in securing their long term commitment to your business. It starts off your relationship building with the customer.
As Dale Carnegie puts it, “A person’s name is the sweetest, most important sound in any language.” Their name connects a person to their identity and individuality. By using the customer’s name on your email, you will make them feel important and valued.
2. Show appreciation
In the next step, express your gratitude to the customer for using your product/service. Saying “thank you” in your email confirms receipt of their concern and that it is already being addressed. Also, it is a way of making them feel valued and that your company welcomes their thoughts and suggestions.
There are several ways to say thank you to your customers. Besides, showing gratitude or appreciation doesn’t have to be long as you also want to keep your response straightforward.
3. Answer the customer’s concern
The reason customers send an email is because they want answers so that they can move on and stop bothering you. Time is gold for your customers, so value it and give them the answers they need right away. If you need more time, let the customers know. Just don’t make them feel that you didn’t read their email.
To give them the right answer, go over the email several times. This allows you to have a clear picture of the situation. By doing so, you will be able to determine the right kind of assistance your customer needs.
4. Understand where they are coming from
The customer may have sent you an email because they are frustrated and annoyed that they cannot get what they want. However, some customers are calm and relaxed. For the angry customers, what they are feeling is just natural because what they thought was only a simple problem is holding them back.
Your job is to reassure them that they have nothing to worry about because you will do everything to resolve their problem. Tell them that you understand what they are feeling. Such a gesture will give customers the notion that you care for and value them.
5. Test the solution before recommending it to the customer
When providing online tech support via email, you might be tempted to suggest a solution that previously worked or was recommended by one of your team members. Just because that solution fixed a problem three months ago doesn’t mean it will still work today.
Before telling the customer to try out something to resolve their issue, test it out on your end first and check if it can fix the problem. Recommending a procedure that doesn’t work may make the customer even more frustrated or angry. Find out the root cause of the problem and test possible solutions before recommending them to the customer.
6. Proofread and revise the email
The best solutions can go down the drain just because of small blunders. Proofreading may be annoying and time-consuming for you but it can make a difference in making your email effective.
Check for inconsistencies in grammar or spelling, broken links, or missing attachments. You can use Grammarly or even MS Word tools for checking or have your writer or grammar-proficient colleague check it for you. Go over it several times and make sure that it makes sense before clicking “Send.”
7. Follow up with the customer
The best online tech support does not end when the email has been sent. Send a follow-up email to the customer to check if the solutions you suggested worked. Just because you didn’t hear from them doesn’t mean the problem has been fixed already.
Providing tech support does not only involve troubleshooting hardware or software but also responding to support emails. Gaining the necessary skills in creating an email is vital to deliver effective customer support.
Technical support is a crucial component in delivering positive customer experience. Effectively resolving hardware and software issues can lead to customer satisfaction and loyalty.
With One CoreDev IT (CORE), you can look forward to getting excellent service from our team of trained tech support specialists. We also offer employer of record and customized solutions that fit your business needs.