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Email Support
Email Support provides assistance to company customers via email. It allows asynchronous communication and enables the customer to send emails at their convenience. Key responsibilities for this role include developing customer relationships, solving customer issues, promoting products and services, maintaining their job knowledge, reporting to supervisors, and forwarding unresolved queries to specialists.
The job is easier compared to telephonic conversations one needs to undertake and is a respectful job one can pursue.
Roles and Responsibilities:
Good written communication skills to support customers with ease.
Respond to customer queries in a timely and accurate way email
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints and provide assistance
Inform customers about new features and functionalities
Protecting brand image and reputation in the market.
Follow up with customers to ensure their issues are resolved
Coordinate with different department to resolve customer's issues
Gather customer feedback and share with our Product, Sales and Marketing teams
To manage all daily tasks and duties related to the process with strict compliance to guidelines.
Skills to consider when becoming an Email Support:
1. English Communication Skills
Most likely, you will be working with a foreign client with English as the primary language. You should be able to communicate well with proper grammar. You should construct simple paragraphs that your customers can understand.
In this way, the exchange of messages will be understood easily. And hopefully, it can lead to the resolution of the problem
2. Problem Solving Skills
What does your client mean? As an email support representative, you should quickly pick up your client’s problems. And likewise, have the problem-solving skills to offer a solution to them.
Is it about a faulty product? How do they troubleshoot their items? Are they qualified for a refund? Be equipped with this crucial skill to ultimately help your customers with their needs.
3. Conversational Tone of Voice
Ever read a super formal email response? What is it engaging in? Did you even understand their resolution? Not exactly.
Unless you are working for a law firm or any highly formal environment, use a conversational tone in your email. Take note. You are talking to a person. It will set you apart if you talk to them like a person as well.
4. Be Careful with Your Punctuations
There’s a high risk of misunderstanding with online communication, especially pure text ones. After all, you don’t hear any voice tones, and you can’t even see the one you’re talking to. How can you catch their body language? With this, be careful with your punctuations. Avoid using ALL CAPS AS IT MAY SHOW THAT YOU’RE ANGRY, even if you don’t have the intention. Avoid using emojis to show your appreciation.
5. Personalize Email
When you get hired as an email support representative, you will be trained and given a script for the most common concerns. But it doesn’t mean that you can’t tweak your response a little bit. Everyone hates talking to a robotic templated person.
With this, it’s time to personalize your responses. Depending on the conversation, how can you improve the structure that will make it more effective and close-to-heart? It might just be a simple tweak. But it can lead to a lasting impression for your client.
6. Patience
You won't get all the details at once to solve a situation. Some clients might even be annoying enough to go around in circles before saying their needs. You have to be patient. Have the patience to ask leading and probing questions to pinpoint their real concerns. It will go a long way.
7. Empathy
Not all customers came from heaven. Some are direct spawns from the netherworld with lashing words and spiteful tirades. You should have the empathy to understand where they are coming from. They are probably frustrated with figuring out their concerns. Or maybe they’re just having a plain bad day. Do not, I repeat, do not snap on their messages. Respectfully answer their concerns regardless of their condescending tone. You’ll never know. This empathy might lead to a loyal customer in the long run.
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