More and more everyday communication is done by electronic means, such as email. Who doesn’t have at least one email account? You make use of your email account to keep track of your friends, conduct business online, and be informed of social site updates. When you do business online, you must have a clear understanding of how to run effective email campaigns.

Quick Responses Elicit Better Responses

A study done a while back by Jupiter Research found that about a third of those who send you an email inquiry will be expecting a reply in 6 hours or less, while nearly all of the rest expect it in 24 hours or less. Unfortunately, it isn’t as simple as that. People expect high quality responses right away.

Quality Email Responses

Poorly written email is a quick way to turn off potential customers. It can also waste a lot of future tech support time. Frustrated customers need some way of getting clear answers or they’ll be former customers. So let’s take a look at some tips for creating effective email responses that arrive in a timely manner.

1. Keep things simple and clear. Long sentences should be avoided as much as possible.

2. Keep your email subjects short and focused on a single point. Make sure it is a point that will matter to your recipients. Don’t use hard-sells or generic subjects.

3. Make sure you have a thesis to each paragraph and plenty of white space between paragraphs.

4. Don’t over-expand or over-explain your message. Go straight to the point and make it clear. Avoid the temptation to think of an email as a letter to a long lost friend.

5. Declarative sentences work best. Write for simple minds so that minds of all levels and people with only basic English skills can can understand you.

6. When you receive an upset email, be sensitive to the emotional needs of the sender. Be willing to admit your errors and be clear about what you can do to help.

7. Be careful to answer all sender questions. Often a sender will send a series of questions. A singular response will elicit anger and a strong sense that you don’t care.

8. If further followup may be of benefit, list the steps you’re taking to correct the situation and when they should expect to receive another email about the situation.

9. Make sure you’ve read all of the information given to you by the customer before you respond. Asking for information that has already been provided or that you ought to know will frustrate the customer.

10. Don’t refer your sender to your FAQ unless necessary. If the sender has searched around your site and not found the information, sending the sender back to your site will create more frustration.

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