What are some effective ways to use email and text messages for customer service and follow up?

1 Know your audience

Before you send any email or text message, you need to know who you are talking to and what they expect from you. Different types of customers may have different preferences, needs, and goals. For example, some customers may prefer to receive more information and details, while others may want to get straight to the point. Some customers may appreciate a friendly and casual tone, while others may expect a more professional and formal one. Some customers may respond well to humor and emojis, while others may find them inappropriate or annoying. Therefore, you need to tailor your email and text messages to your audience and their stage in the buying process. You can use your CRM system or other tools to segment your customers and track their behavior and feedback.

3 Be clear and concise

When communicating with customers via email or text message, it is essential to be mindful of your words and tone. You want to convey your professionalism and respect while avoiding confusion or offense. To achieve this, you should use simple and direct language, avoid jargon or slang, and ensure proper grammar, spelling, and punctuation. Additionally, it is beneficial to use short sentences and paragraphs, as well as bullet points or lists when appropriate. Use headings and subheadings when necessary, and craft a clear and catchy subject line or opening line. Additionally, make sure to include a clear and specific call to action or closing line. Ensure your emails and text messages are proofread and edited before sending them out. Test them on different devices and platforms to make sure they look good and work well.

4 Be personal and human

Email and text messages offer a great advantage for automotive sales: they allow you to connect with your customers on a personal level. You don't have to be cold or robotic, but rather, show your personality and empathy. To do this, you can use customers' names and pronouns, use your own name and signature, use a friendly and conversational tone, as well as humor, compliments, praise, stories, anecdotes, personalization and customization, and social proof. It's important to be authentic and genuine in your communication, while also remaining respectful and courteous. By following these tips, you can improve your customer service skills and increase customer satisfaction and retention.