What do you do if your email or chat communication with customers is ineffective?

1 Know your audience

Before you write or reply to an email or chat message, think about who your customer is, what they need, and how they prefer to communicate. Use a tone and language that matches their expectations and level of formality. For example, if your customer is a young and casual user of your app, you can use emojis and slang, but if your customer is a senior executive of a corporation, you should use more formal and professional language. Also, consider the cultural and linguistic differences that may affect how your customer interprets your message. Avoid jargon, idioms, or humor that may confuse or offend them.

2 Be concise and clear

Email and chat are not the best mediums for long and complex explanations. Your customers want quick and easy solutions, not essays. Therefore, you should keep your messages short and simple, but not too vague or incomplete. Use bullet points, headings, or numbered steps to organize your information and make it easier to scan. Avoid unnecessary words, repetition, or filler phrases that add no value. Use clear and specific terms, and avoid ambiguity or confusion. For example, instead of saying "I'll get back to you soon", say "I'll get back to you within 24 hours".

3 Be polite and empathetic

Email and chat communication can lack the emotional cues and feedback that face-to-face or phone communication can provide. This can make your messages seem cold, impersonal, or rude, even if you don't intend to. To avoid this, you should always be polite and empathetic in your email and chat communication. Use positive and friendly words, such as "please", "thank you", "glad", or "appreciate". Express understanding and sympathy for your customer's situation, feelings, or concerns. For example, instead of saying "You did not follow the instructions", say "I'm sorry to hear that you had trouble following the instructions". Use their name or a personal pronoun to address them, and sign off with your name or initials.

4 Proofread and check

Before you hit send or reply, you should always proofread and check your email or chat message for any errors, typos, or mistakes. These can undermine your credibility, professionalism, and quality of service. Use spell check, grammar check, or other tools to ensure that your message is correct and clear. Read your message out loud or from the customer's perspective to see if it makes sense and conveys the right tone and message. Check if you have answered all the customer's questions, provided all the relevant information, and included a clear call to action or next step.

5 Follow up and follow through

Email and chat communication is not a one-time event, but an ongoing process. You should always follow up and follow through with your customers until their issue is resolved or their need is met. Send a confirmation or acknowledgment email or chat message after you receive their inquiry or request. Provide updates or status reports on the progress or outcome of their issue or request. Ask for feedback or satisfaction ratings on the service you provided. Thank them for their business and loyalty, and invite them to contact you again if they have any questions or concerns.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?