Why Choose Emails for Customer Service?

Lesson Transcript
Instructor: Allison Tanner

Allison has a Masters of Arts in Political Science. She has worked in the customer service and food industry since 2013.

This lesson covers some of the benefits to customers and companies that choose to use email for customer service. Benefits include speed and quality of service, as well as the increased profitability of the company.

Speed of Service

You just got your brand-new computer in the mail, and you excitedly open the box to find out that the screen is cracked. Frustrated, you immediately send an email to the customer care address listed on the box. It only takes five minutes for the customer service member, John, to email you back with an apology, a store credit, and a return product slip that you can use to exchange the computer for a new one.

Using an email system to communicate with customers can be very beneficial. There are many reasons why companies are choosing email systems to handle customer service issues, and speed of response is one of these many reasons. Another is quality control.

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  • 0:03 Speed of Service
  • 0:43 Quality Control
  • 2:17 Meeting Customer Needs
  • 3:06 Company Benefits
  • 3:59 Lesson Summary
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Speed Speed

Quality Control

Email is a great tool for answering customer complaints quickly. It is also a fantastic way for your company to make sure that your customers get the best quality service.

Imagine that you work for a customer service call center. You just got off the phone with a very angry mother, who shouted at you and demanded that her daughter get a new computer or else she was going to get you fired. After finally meeting the needs of this angry parent, you take a call from Mark, who has not yet received his computer that was due to arrive yesterday. Tired and frustrated, you quickly tell Mark that sometimes the mail is slow, he should check the tracking number he should have received at the time of purchase, and wait at least three days before bothering to call and complain. You abruptly end the call, and check out for the day.

On the other hand, if you had responded to Mark via email, you would have been able to easily write, 'Mark, I'm sorry to hear that your computer has not arrived. The dates listed for arrival are estimates, and sometimes the shipment is delayed. If you do not have your tracking code, I can check the status of your shipment with just a little more information.'

These different responses are much easier when conducted by email because even if you are annoyed, and yelling at Mark in your head, the customer won't hear because the customer will be reading an email, not listening to your tone of voice. Additionally, when scripting the email, the writer has the opportunity to review the email for tone and accuracy before clicking send. Emails allow customer service representatives to answer questions and concerns with consistent quality, even if they are having a bad day.

Meeting Customer Needs

Email certainly provides you with a fast and efficient way to respond to customers both consistently and with great quality. It also allows your company to keep up with our fast-paced world.

Laptops, smartphones, and tablets are prominent communication tools that allow people to be instantly connected to the Internet and email. This means that even if Mark is sitting on a plane, he can communicate with you via email.

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