How businesses can tame their support inbox: 8 simple tips
You know the feeling. Your inbox is full of messages, and you can’t keep up with them. You’re not alone, it’s tough to maintain a healthy support inbox. Luckily, there are ways that small business owners can tame their emails to stay on top of customer inquiries. This blog post will discuss some simple tips for managing your email effectively so that you can focus on providing great service to your customers.
Create a system for organizing responses
One of the primary things that you can do to tame your support inbox effectively is to create a system for organizing responses so you can quickly find the answer you need. In this case, you can also consider investing in an email ticketing system for a growing business. This will allow you to create a dedicated portal for customers to submit their messages and then track them as you respond. If your business is small, the inboxes of one or more team members will likely be involved in responding so this system can help manage incoming requests.
Come up with templates when possible
Another great way to create efficiency around managing support emails is by creating templates when possible. This will save team members a lot of time when they’re responding to customer service inquiries. It can also streamline your workflow by standardizing the language you use in support emails.
Use canned responses
There is also the option for you to use canned responses to save time when you are sending the same type of message over and over again. This is a good option for messages that are sent frequently, such as welcome emails or order confirmations. For example, if you send a welcome email to all new signups when they first register with your business and then another one after they make their initial purchase, you can save time by using canned responses so that these two messages don’t need to be completely rewritten every time.
Consider using an auto-responder
An auto-responder can send out messages on behalf of your business during periods when no one is available to do it manually, which can be helpful for messages that are sent at consistent times, such as nightly emails with sales information or weekly newsletters. This way your customers will receive the same message every time they send you something and it won’t fall through the cracks because no one is available to respond when it arrives in your inbox.
Incorporate a clear, concise email signature for all your emails
It is also a good idea to create a clear and concise email signature for all of your emails. This is especially important if you’re using an online ticketing system as it will provide customers with the information they need to contact you in the future. This can help reduce support requests over time.
Avoid sending promotional emails
Another way to avoid cluttering your support inbox is by keeping promotional messages out of it and using a separate messaging system for this type of communication. While business owners might want to promote their products and services to get more customers, including these types of promotions in an email sent to customers who are already using your product can come across as spammy. Instead, create a separate system for sending promotional messages so you don’t annoy or overwhelm people who are interested in receiving other types of information from you instead.
Triage incoming messages
When managing a growing business, small business owners need to triage their incoming messages so that urgent requests are addressed right away and standard requests are responded to promptly. If you have team members that work on support, this could become a challenge but it’s important to not let the urgent requests be neglected so consider allocating time each day for your employees to triage incoming messages.
Prioritize customer service tasks
Categorize your support inbox tickets based on urgency, importance, and frequency. This way, you can prioritize customer service tasks more effectively and scale your business by allocating time each day for team members to focus on the most important requests.
Keep a close eye on the number of tickets that are pending and open at any given time
As much as possible, you should also try keeping a close eye on the number of tickets that are pending and open at any given time. To make sure that your business is running smoothly, you have to know how many messages have been received recently. In this case, if your inbox starts to become flooded, it’s possible to respond more quickly by prioritizing this task over others.
Train your team on how to respond to customer inquiries
Make sure to train your team on how to respond to customer inquiries on time. This will ensure that customers are receiving the great service they deserve and you’ll be able to handle requests during times when one of your employees is unavailable. As much as possible, you should provide a clear outline for what type of information is required in support requests and the best way to respond.
Be proactive in response
It’s also very helpful when small business owners are proactive about responding to support emails so customers aren’t stuck wondering if they’ll receive a reply or not. This will also help you maintain a healthy relationship with customers and build your brand as someone who provides great customer service.
Create internal communication guidelines
You should also consider creating some internal communication guidelines that everyone on your team can follow. This will help team members be more consistent when they’re interacting with customers and ensure that everyone is on the same page in terms of responding to emails or requests for assistance.
The key to providing excellent customer service is managing your team in a way that ensures you are responding efficiently and effectively. To do this, it’s important to have an understanding of what type of information is necessary for support requests as well as the urgency, importance, and frequency with which they should be dealt with. Never underestimate the power of good communication. By following these tips, you can create an efficient customer service team that can respond quickly and efficiently while also staying organized.