A study published by Gartner Group suggests that 80% of a business’s future revenue will be generated from 20% of its customers.
Furthermore, it appears that satisfied consumers will typically spend nearly 70% more in their third year in comparison to their first year.
Providing quality customer service, however, demands time, and this is where customer service templates come very handy. In this article, we’ll talk about the broad spectrum of benefits that come with using communication templates, and a few valuable tips you’ll be able to integrate to increase customer satisfaction.
So why use customer service templates in the first place?
It’s safe to assume that your clientele reaches out to the Customer Support department to solve a limited number of problems. Let’s say, 4-5 are common issues and take up around 80% of your support department’s “bandwidth.”
By using templates, the support team can focus on actually addressing the issues that customers encountered, rather than spending time on typing. That said, it’s important to stress that not all problems can be dealt with by using a template, but it will considerably reduce time expenditure.
Less room to make an error
Humans are prone to making mistakes, especially when it comes to grammar or orthography, and that’s totally fine. However, businesses should attempt to minimize the possibility of miswritten words slipping through emails, messages, and other forms of B2C interaction. Customer service templates are a great way to achieve that.
By developing a set of high-quality templates, you can ensure that your customers will be receiving spotless emails checked by top editing services beforehand that will swiftly address their issues.
If there is an opportunity to eliminate unnecessary tasks for your employee’s workday, doing so will be greatly appreciated. Workers love it when their employers respect their time and allow them to dedicate their time to the things that actually matter.
Increased response speed
Consumers have high expectations in regards to response time. According to a report published by Harvard Business Review, the vast majority of businesses take too long to respond to customer requests. The average response time among the audited companies was 42 hours, which is, quite frankly, too long. Reacting quickly will give you a considerable competitive edge.
Consistency in communication
Businesses that care about their branding pay a lot of attention to their brand tone. This is an important facet that defines the experience a customer goes through when interacting with their business.
An amazing example of a consistent tone in copy and communication is MailChimp, the email marketing service. Their ‘Voice and Tone Style Guide’ is definitely worth checking out to get a better understanding of how to approach writing content and templates that are consistent with your brand image.
Communication templates best practices
Make templates personal
Customers appreciate it when they’re treated “as a human being” and not just a number in a spreadsheet. Over 70% of consumers express frustration when their experience isn’t personalized. Moreover, they are often willing to pay premium rates to receive proper treatment.
While you may be using a template message, always take the time to at least use your customer’s name.
Logical structure of names
As a business, you’ll have customers that come from different ethnic backgrounds, which implies that they have different name structures. Take that into account when crafting a template message.
Try to have as many Knowledge Base articles ready as possible
It’s essential to permanently update your knowledge base. Therefore, the customer support department can always provide your clientele with accurate information that is immediately accessible.
“A well-constructed knowledge base will considerably improve relationships with your customers, but it will also have a great impact on the time it takes to train new staff, which will inherently cut down expenses as well.”
Ronak Meghani – the Co-Founder of Magneto IT Solutions.
Types of communication templates
Formal/business email templates
The critical aspect behind this type of template is that it’s “formal.” Pay extra attention to punctuation-related errors, make sure you use enough transition words, avoid comma splices, and also be careful how you sign off.
If you would like to know more, we have created some Business templates to use right away.
Customer request templates
When attempting to write a customer request template, consider the most common requests you receive from your clientele.
Here are a few examples you may find useful:
- Your service is amazing, but here’s my problem with it.
- I’m unhappy with your service, and here’s why.
- I’m new here, how do I [action]?
Live chat scripts & Canned responses
While they are incredibly helpful, sending the wrong canned response may decrease customer satisfaction. Use them as templates, but adapt the most suitable canned response to your client’s situation. Also, don’t overuse technical jargon, and don’t forget to sprinkle it with a bit of humor when appropriate.
These templates are really tricky. Your goal is to provide as much potential value in a very small number of words. It is also essential to personalize these messages as much as possible so that your sales emails aren’t just discarded as spam.
If you would like to know more, we have created some Sales templates to use right away.
When it comes to marketing templates, it’s essential to focus on maintaining your brand voice, especially if these templates are directed towards your existing customers.
If you would like to know more, we have created some Marketing templates to use right away.
Text messaging is currently among the most effective marketing mediums out there. The hard part about SMS templates is that they need to be short, while your goal is to insert a compelling call-to-action, personalize it, and provide a lot of value to the recipient.
Ready-to-use customer service templates:
If you would like to find out more, read LiveAgent – Templates.
Templates are a great solution to a broad spectrum of issues. However, businesses need to approach the development of communication templates with due diligence, considering that a misused or poorly executed template may as well defeat the purpose of increasing customer satisfaction.
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Frequently asked questions
Can customer service templates increase satisfaction?
Yes, but businesses need to approach the development of communication templates with due diligence, considering that a misused or poorly executed template may as well defeat the purpose of increasing customer satisfaction.
Why should you use customer service templates?
Humans are prone to making mistakes, especially when it comes to grammar or orthography, and that’s fine. However, businesses should attempt to minimize the possibility of miswritten words slipping through emails, messages, and other forms of B2C interaction. Customer service templates are a great way to achieve that.
How can you save time with customer service templates?
By using templates, the support team can focus on the issues that customers encountered rather than spending time on typing. That said, it’s important to stress that not all problems can be dealt with by using a template, but it will considerably reduce time expenditure.
Providing excellent customer service leads to increased customer engagement and loyalty, which in turn generates more revenue and positive word-of-mouth advertising. According to customer service statistics, 77% of customers would recommend a company they had a positive experience with, and 72% of customers share positive experiences with at least six people. Engaged customers spend 300% more than non-engaged customers and increasing customer retention rates by just 5% can increase profits by 25% to 95%. Increasing employee engagement by 10% can increase profits by $2,400 per representative annually. Becoming a top-performer in NPS is crucial to reaping the benefits of excellent service.
Academy - Customer Appreciation
Customer appreciation is crucial for businesses to maintain customer satisfaction and brand loyalty in a highly competitive marketplace. Customers who feel unappreciated are likely to take their business elsewhere. A customer appreciation strategy includes initiatives aimed at existing customers, such as expressing gratitude through personalized language, providing incentives, offering discounts, and hosting events. Companies that do not value their customers risk losing them, while those that implement effective client appreciation strategies enjoy improved customer loyalty, retention, and profitability.
What makes customer service great?
Delivering quality service is essential for maintaining long-term profitability in today's competitive marketplace, as 95% of respondents cite customer service as an important factor when choosing loyalty to a brand. Consumers are willing to pay more for excellent service, with 31% willing to pay up to 10% more. Good customer service requires responsiveness, speed and efficiency, competence, courtesy, and consistency. Support reps must possess qualities such as a passion for helping others, empathy, a positive attitude, good communication, and problem-solving skills. Examples of outstanding customer service include Ritz-Carlton empowering employees to spend up to $2,000 for issue resolution per incident, Amazon quickly resolving issues and providing 24/7 support, and Zappos spending 80% of their time in customer-facing interactions.
10 best customer service methods which increase sales
This article discusses 10 methods for improving customer service and increasing sales, emphasizing the importance of a good customer experience for building a brand's reputation. The article suggests strategies such as making a great first impression, being responsive to customers' needs, keeping content fresh, reducing customer effort, taking advantage of negative feedback, and treating customers like friends. The author also suggests skipping the FAQ section and using customer support to answer all customer inquiries. By focusing on these tips, businesses can strengthen their brand image and build long-term, profitable relationships with customers.