8 important and incredible tips at acing it as an email support representative

Part I: 5 important and incredible tips for acing it as an email support representative

Email support saves customers from the exasperation associated with sourcing the right customer support phone number, making support calls, enduring long wait times etc just so that they can get in touch with a support representative. When a question or problem arises, 47% of people prefer to contact the customer service of a business or a company via email. According to research conducted by Netomi, email beat webchat (23%), phone (23%) and social messaging sites (2%). Email though least talked about, is one of the most important avenues through which brands or businesses communicate with their customers. This is why as a support agent, it is important to put effort into crafting your email to send across the right message that will satisfy and keep your customers calm. Unlike calling, emails allow customers to send in their problems or queries and receive a resolution while they carry on with their designated tasks. 

Source: Netomi 

If the future of customer service hinges on engaging, persuasive and informative emails, you need to be sure you are doing it right while writing customer service emails that lead to loyal customers and brand advocates. We agree that every customer interaction is unique but there will always be some best practices that will serve you, your company and your customers well. Regardless of the company or project, you are working with, these are a few tips that every email support agent must practice to become an expert at the process. 

Tip #1 Transform negative language into a more positive one 
Unlike phone calls, emails are made up of typed words which means that the kind of language you use, matters. The way you spin and set your words has the power to change the way your customers perceive your brand.   

  • Begin by identifying negative words and replacing them with positive words. Remove or reduce as many negative words as possible from your email interactions as it brings a more positive perception of the brand and its services.
  • Take the time and effort to learn effective email writing practices along with the best customer service phrases. 
  • Ensure that you are developing and delivering the right kind of messages to the right people. 
  • Follow email guidelines that align with the communication strategy of your organization.
  • Make sure to consistently strive to match the tone of your message with the personality of the brand. 

Also make sure that: 

  • You don’t impact their CX negatively by making any punctuation, grammar and/or spelling errors—triple check to make sure that they are all right and have been accurately phrased and spelt. 
  • Prevent using demeaning, snide or foul language regardless of the nature of the conversation. 

Your customer emails should exhibit an emotional side of the sender combined with the usage of empathetic and natural language. Always bear in mind that each customer support email you receive is an opportunity to grow and strengthen customer relationships. Make sure to be consistent with your typing tone, and to be direct, transparent and concise. 

Tip #2 Strike the balance between a casual tone and a professional tone 
We often find that agents struggle with setting the right tone especially when it comes to the process of email customer support. Let us assure you that generally, it is hard to know exactly when to be casual or formal especially since the medium is via email. 

Source: Slide Share 

A study of 2,000+ customers online found that 65% of them preferred a more casual tone of voice in customer support and this included people of all ages and genders. But here’s the catch, when refusing a customer or saying ‘no’ to a customer request, there is a shift in preferences. 

Source: Customers That Stick 


Customers state that when an agent uses overly casual language accompanied by an over usage of emojis and/or slang is sure to irk them and impact their experience all the more poorly when their request is being denied. That said, while a casual tone is alright; make sure that it is not overly casual when you say no or deny a request. 

For emails that need to be sent to frustrated and unsatisfied customers
An angry customer needs to be valued at all costs. Dealing with angry customers can sometimes be tricky and can backfire in so many ways if not managed right. 

Tip #3 Empathise and Apologize 
If an error has been made, take responsibility and acknowledge it. Make sure to apologize for what took place rather than how the customer responded to it. Once you have apologized, make sure that you empathize with them and ensure that this is more than just a routine business transaction. 

Tip #4 Take action and make it right 
Empower yourself to fix the situation and make it right. Show and explain to the customer how you are making the efforts to improve or resolve their issues. Go above and beyond as there is nothing that beats a truly satisfied customer. It is okay for a customer to be dissatisfied as long as you as an agent convert that frustration into a positive experience. Just by doing so, you are re-building their trust and making sure that they stick with the company regardless of their negative experience. 

Dear [Customer’s First Name],

I’m so sorry your package arrived damaged. That’s not in keeping with our shipping practices. We want everyone to have a positive experience, and it’s clear that didn’t happen. I’m sure that must have been both frustrating and disappointing.

I would like to offer you a refund on the damaged items and a gift card for future use. I understand you may be hesitant to try us again. I hope we get the opportunity to prove ourselves to you.


[Agent Name ]

Tip #5 Follow up proactively 
Following up to ensure that the customer problem is resolved is different from following up about the problem itself. While the latter causes distress, the first one usually resonates with a positive customer experience. An email like: 

Hi [Customer’s First Name]

I wanted to check and make sure you received the refund that was due last week. If you need more help, please feel free to let me know. I’ll be more than happy to help.

Don’t hesitate to reach out if there’s anything else we can do for you in the future.


[Agent Name]

Always remember that in email support, customers often appreciate being followed up with as much as they appreciate having their issues addressed and resolved. 

Improved support email management translates into enhanced customer satisfaction and CX
If you are an email artisan who can handcraft the perfect lines for an email or aspire to become one, then now is your chance! Sign up with VOIZ today to get started on your career as a customer support representative for our email processes. 

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