February 11, 2013

Email Support- A 2013 Trend in Mobile Customer Service

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Since customers have varying preferences and situations, it is a must that we provide them with a list of contact channels that they may use to reach out to us whenever they encounter problems with their mobile service subscription.

Traditional channels include voice support, wherein customers need to look for a phone to be able to report the problem to a customer representative or operating agent.

However, not all the time customers have a telephone or mobile phone at hand.

The rise of social media gave us new options. Nowadays, Twitter can be used by customers to report a problem. They can also use Facebook to submit complaints and insights regarding our mobile services.

One of the latest channels that can be conveniently utilized by our customers is the email. In fact, emailing has been mentioned by Forrester on its list of 15 trends for customer service in 2013.

Email support works best when a customer’s concern does not need an immediate solution. It is an excellent alternative for those who have problematic phone lines. Sending email is simple and does not need in-depth technological knowledge.

To deliver good customer support, all emails should be addressed within the day these were received. Some businesses promise to reply within 24-48 business hours. The rule is simple: the quicker the replies are sent, the better.

In sending response emails, it is vital to give the customer a direct answer.  It would be great to add background information to enlighten the customer further.

We can add the following to put more spice to the response email:

  1. Links of articles on the internet that can further help the customer solve the problem.
  2. A step-by-step guide on how to solve the problem.
  3. Printable marketing coupons and discounts.
  4. A review of the latest offerings.
  5. An invitation to connect with the customer via social networking accounts.


We should never forget to tell the customer about other available customer support channels that can be used in case the concern is not yet resolvedeven after executing the prescribed solution.


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