The 182+ billion business emails sent every day show that email is clearly an important channel for communication. Email connects us not only to our co-workers, but also to key customers. Whether you’re in sales, customer service, product development, or marketing, you’ll likely need to interface with your customers on a regular basis. These users are the bread and butter of your business, so it’s important to communicate well with them. Our platform has processed millions of emails, so we know what types of emails are successful. Below are some tips we’ve come up with for writing effective customer emails.
Do CC the people on your team who are going to be working with your customers, as well as anyone on their end who should take part in the conversation. It is important for everyone to be on the same page.
How do you introduce yourself to new customers? Internally we use “hey” because that is part of our voice with users. We make it a point to be informal and accessible to our users. However, it’s up to to find your voice with your customers. Keep in mind that formal is effective, yet boring.
Do not try and make your email longer than it needs to be. It is important the the first few lines convey the key message and anything after that is just supporting information. Do not create heavy content. Long and dense content often backfires because the purpose of the email gets lost. Minimize any non essential content when sending your emails.
Communicate simply. Not only do you want to send a personalized email, but you’ll want to use user-friendly language. At ToutApp, we talk a lot as a team about email deliverability, workflow, and servers. In the end, our users want to know that their emails are going out - period. Don’t get too bogged down with internal terms or abbreviations. Your users likely aren’t familiar with them, and your message won’t resonate.
Know that you are dealing with actual human beings. You should have a basic background about this person or their company. Figure out and visualize what it would be like if you were actually talking to them person. Be cognisant of the language they are using and relay that into the content you are sending back to them. Show that you have a pulse, that your care about what you are sending and who you are sending it to and show that you aren’t just sending an email en masse. Don't even think about making your emails generic.
Don’t be vague. When you send someone an email, you need to ask yourself what it is you would like them to do. Do you want them to reply to your email? Do you want them to join your service? If you need information from customers, make sure to list it out very clearly. Let them know how to get back in touch with you - whether that be via email, your phone, or setting up time for a meeting.
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