Data Cleansing Outsourcing

Does your business use data to find insights that will help grow your business? If you do, data cleansing is a vital part of making that happen. Data cleansing is also known as data cleaning or scrubbing. It refers to the act of removing duplicate, incorrect, or otherwise corrupted data.

If you find your data has duplicate or incorrect information, whatever analysis you get from that data will be incorrect. By cleansing your data, your business is more likely to have insights that better reflect reality. One way of cleansing your data is by outsourcing the job to a business that has experience in the field. 

What Is Data Cleansing Outsourcing?

Data cleansing outsourcing begins when a business sees that their data isn’t producing the insights they thought it would. The first step is finding a data cleansing service that works for you. After that, the cleansing service will collect the data. The next step entails running that data through cleansing software.

Data cleansing software works by first identifying duplicate or incorrect data in data sets. After identifying the corrupt or incorrect data, the software ‘cleanses’ the data. Data cleansing means deleting, appending, or modifying the data you no longer need.

Data cleansing outsourcing services duplicate your entire data set. By duplicating it, you’ll have a back-up to protect you from any errors that could occur during the cleansing process. That way, if you think the software deleted vital data, you’ll still have the original set.

After the software has cleansed your data, the data cleansing outsourcing service sends back your data. The data should now be free of any duplicate or incorrect data. 

When to Use Data Cleansing Outsourcing?

Your business should use data cleansing outsourcing when you notice issues in your business’s internal data practices. For example, if your business is analyzing hundreds of data sets, it may be hard to dig through all of it to weed out the duplicate or incorrect data.

Another example of when you should use a data cleansing outsourcing service is when you notice your data insights aren’t producing positive results for your business. If your data says the busiest day of the week is Monday, but all of your workers complain about Friday being the busiest, there may be duplicate or corrupt data skewing the results.   

When your business finds itself facing problems like these, data cleansing outsourcing is the best way to eliminate them. Data cleansing outsourcing ensures that your data analysis will lead to insights that can help grow your business. 

Pros of Data Cleansing Outsourcing

Data cleansing outsourcing has a ton of positive qualities! From reducing the amount of time spent on data entry and scaling to large industries easily, data cleansing can help any size business. People cite three common reasons why they needed data cleansing.

Data cleansing’s main job is to create the most accurate data sets possible. You and your team can only find so many mistakes in a data set before getting tired. Outsourcing achieves the most accurate data by using specially designed software. This software finds all the mistakes in your data without spending days upon days doing so.

Data cleansing outsourcing increases efficiency by introducing automation into data collection and cleaning. Automated cleansing software cleans corrupt or incorrect data in seconds. If you didn’t use the software, a person would have to sift through the data sets manually.

Data cleansing outsourcing can give your business a competitive edge by utilizing automation. By using automation, you help your company stay agile. Data cleansing also helps you stay competitive by making sure you only get correct insights that lead to increased business. 

Cons of Data Cleansing Outsourcing

Data cleansing outsourcing only has a couple of downsides, but they don’t affect all data cleansing outsourcing services. The first issue that sometimes arises is communication. 

Effective communication between you and the data cleansing outsourcing service is essential.  If there is any sort of miscommunication, the data cleansing process could be in jeopardy. 

If miscommunication becomes a problem, you run the risk of getting the wrong finished product. Let’s say you need a specific problem solved, like extracting a certain data set. If the data cleansing outsourcing service doesn’t have the software to handle such a request, they won’t be able to complete your order. Communication is essential to avoid these issues.

The other problem that can arise with data cleansing outsourcing has to do with security. If your business has data that includes customer or employee information, you need to make sure it stays secure.

Always make sure your data cleansing service provides adequate security for all the files you send them. Making sure they’re a secure organization will help you and your business gain data insights without having to worry about data leaks.  

Pricing Models

The price of data cleansing outsourcing can vary depending on a few factors. The primary factors that increase cost are:

• The number of data sets
• The number of errors in the data sets
• What sort of files need extraction
• The number of different files needing combining
• New code needed to help extract or combine data
• Manual work after all automated efforts have failed

The general pricing model includes a fixed rate for the service, plus an hourly rate for any manual work we may need to do on your data sets. 

How to Choose a Service Provider

Choosing a data cleansing service depends a lot on what your specific needs are. A quality data cleansing outsourcing service has standardized practices. A solid data cleansing service will keep you up to date on your data and the cleansing process, and the price structure. Relaying this information is vital in keeping both the customer and the service happy.

You should factor in a preferred return on investment, too. Only consider using a data cleansing outsourcing service if the return on investment meets your standards.

As an example, let’s say the mistakes in your data cost you about $10 annually in reduced efficiency. If cleansing your data will cost you $1,000, you should avoid cleaning your data. The return on investment isn’t worth the cost.

by Costi

Data Conversion Outsourcing

Data conversion is converting the format of data to another more appropriate format for the given need. This process may be manual format to electronic format when creating a paperless office or transferring information from one database to another that uses completely different character sets. 

What is Data Conversion Outsourcing?

The world of business is quick and ever-changing, moving from format to format as the customer demands. Data conversion outsourcing is simply outsourcing or hiring another company to manage the data conversion process for you. 

The company providing the data conversion is often employed by a business process outsourcer (BPO) who can create an automated process for data conversion or maintain a long-term relationship to work with the regular batches of updates. 

The companies who handle data conversion outsourcing are professionals in their field and can choose the most appropriate method to deliver the end data back to the contracted company. Outsourcing companies have streamlined the process to save you time and money.

When to Outsource Data Conversion?

The choice to outsource data conversion comes down to the time and cost of the job and the ability of the current workforce. 

Even a small conversion job will require in-house employees to complete the conversion work or hire additional employees with specialized skills. While the job is being performed, to ensure data accuracy, the employees' attention will be locked into data conversion and unable to perform other tasks. 

A data conversion job of any size could benefit from outsourcing, as outsourcing enables the job to be done by companies specializing in data management. 

Pros of Data Conversion Outsourcing

When considering whether to outsource your data conversion needs, these are some of the advantages. 

It Saves the Business Time

Businesses save time when the company's non-core functions are outsourced so employees can focus on the jobs that earn the business income. If a process isn't actively creating or supporting income or generating leads to create income, then that job may be taking time away from those areas. 

Data management tasks are necessary for any business. Data conversion outsourcing allows the focus to be on setting a schedule for data updates and automated or perfected. Outsourcing the foundation will allow the time required to reduce.

Cuts Down on Operating Costs

Outsourcing reduces overhead costs like salaries, rent, and monthly operating expenses. The data conversion being outsourced means those costs are either included in the contract's price as a percentage of operating expenses or taken as a typical business expense for the business contracted. 

The alternative to outsourcing may be overworking employees, which can cause a decrease in productivity, paying overtime, or hiring additional employees. 

Data conversion outsourcers can use specialized technology as part of their contract, eliminating the need to buy expensive programs or equipment that the business may only use infrequently.

Benefit From Experience

Data conversion is a job that requires attention to ensure accuracy, and outsourcers do this task on specialized equipment by employees with years of experience. 

The job is done efficiently and quickly, yet it is completed to the industry standards with an eye to privacy and data loss prevention. Data management will appreciate the data's cleanliness as the workflow is completed consistently and frees up supervisors for other critical tasks. 

Cons of Data Conversion Outsourcing

When outsourcing any task, it is essential to note the company's track record and work history. Data Conversion outsourcing is susceptible to some of the same issues all service providers may face.

Possible Data Loss

Although this is less likely with an experienced outsourcer, data loss or data inaccuracy can happen to any business converting data. 

A lack of understanding between the company and service provider may mean that the information received is outputted into the wrong format, leading to further errors in the resulting converted data.

Bad Communication

Communication issues can occur in any industry, and when errors occur, it costs time and money for both parties. Errors that are not immediately recognized may take time to be remedied or require another business to fix. 

As outsourcing partners can be found all over the world, time zones may make communication more difficult. However, email and outsourcers who specialize in particular parts of the world can reduce this issue. 

Scams and Data Security

Illegitimate businesses or those who are looking to scam rather than provide services do exist. It's up to the contracting company to either hire an outsourcing partner with a reliable track record or hire a BPO that can do so on your behalf. 

Data conversion outsourcers should follow a strict data security protocol to ensure all data is secure and protected while in their care. 

Pricing Models

Most outsourcing partners will have a variety of models available to suit companies and jobs of different sizes. 

Common models include: 

• The fixed price model includes contracts, where a price is set by the service provider, charged on a monthly or annual basis, and includes all the charges for working space and equipment. 
• The cost-reimbursable model is a model that allows the business completing the task to set limits to their consumable expenses and then add a percentage for profit. 
• A consumption-based pricing model is when a task provider charges the company based on the usage of their services within a month or year. 
• Incentive-based model in addition to their contract, the company requiring the outsourcing offers a bonus or commission to increase performance. 

These models can also differ with customization based on volume, the contract's term, complexity, level of talent required, workforce required, and other variables. 

How to Choose a Service Provider

Pick a service provider that has proven themselves to be reliable, accurate, good communicators, and can deliver on time. Choosing a company that has also worked with data in the same industry, especially if the relationship will be ongoing, can help minimize additional training required to specialize and reduce communication issues. 

Data conversion outsourcing can benefit any business that needs to convert data from one database to another or convert manual to digital information. 

by Costi

Email Support Outsourcing

Many companies emphasize providing excellent customer service. Your customers are everything to your business, so you should ensure their concerns are attended in a timely fashion. 

Email is among the most common type of customer communication. Yet, using email support to reply to customer queries is the most widely neglected medium. Some companies don’t reply fast enough. Others may not include accurate information. 

Enter email support. Email support is a tool for companies to provide better customer support online. No one wants to pick up the phone to call a busy hotline anymore. But who’s going to operate the email support line? How do you know email support is right for your business? 

Keep reading to find all the info you need to get started. 

What is Email Support Outsourcing?

To answer this question, let’s first talk about email support. Email support is a popular customer support service for most companies. Instead of online customers calling a number when they need help, an online email support associate answers their questions. 

When you're outsourcing your email support, you're using another company to reply to your clients in busy times or outside of operational hours. 

Customers reach out to a brand at their convenience via the email address on the company’s website or app. They could also reply directly to an email they receive from a brand. The company responds as quickly as possible, no matter the time or capacity. 

Email support outsourcing is a convenient way for customers to communicate without waiting on hold or talking on the phone. It’s easy to use, and emails don’t interrupt your day. 

When to Outsource Your Email Support

Do your customers email you often? Are you running an online business? Many companies have trouble staying on top of customer emails, and missing a chance to respond to customers hurts your brand. Email queries need a rapid and accurate response.  

If you’re a small business, have an online store, or receive many customer support emails, consider outsourcing email support. An experienced contact center provider helps to respond to high email volumes. They’re trained in high customer satisfaction and far more affordable than paying for an in-house team. 

Outsource your email support if you want to increase your customer satisfaction, engage with your customer base, or drive customer loyalty. Email is a trusted communication channel that allows you to get in touch with the people you need. With leading email support services, you could create more confidence in your brand.

Pros of Email Support Outsourcing

Let’s look at the benefits of outsourcing email support. 

Speedy Replies without Auto-generation

Because customers expect a relatively speedy reply, outsourcing this task is highly beneficial for nights and weekends. Email support is much more difficult to automate, so outsourcing provides your customers with a quick response after business hours.

Your customers want fast and personalized emails to help answer their questions. Sending an auto-generated response kills morale. It’s easy to outsource email support so that you can address customer issues appropriately. Remember, people look for fast response times over auto-generated emails. 

Easily Accessible

Email support is the most dependable method of communicating with customers. Anyone can access emails on-the-go because they can reply from their phones, tablets, or any other device. 

As the Microsoft Global Customer Report shows, 97% of people think customer service is critical for brand loyalty. A timely response through email increases customer satisfaction and keeps customers coming back for more. 

Detailed Information in Print

Companies love email support because it provides a paper trail for both parties to track or refer back to as needed. Your customers can describe the issues they’re having in detail, helping provide a more accurate picture of what’s going on so you can resolve the matter. They could even attach files if needed. 

Cost-Effective

Outsourcing is cost-effective for even small businesses. Email support is easily integrated with the voice or chat support services you already provide. Plus, the results are enough to outweigh the price. 

Cons of Outsourcing Your Email Support

There are also a few downsides to outsourcing support services. 

Brand Disconnect 

Allowing another company to provide your customer support means the outsourcers may not know your company brand as well. Sometimes this reflects when handling requests. According to a recent Gallup study, customer service is memorable when it feels friendly and knowledgeable. 

Long-Term Contracts

Outsourcing customer service is cost beneficial, but it could come with long-term contracts. Some companies may ask for minimum requirements as well. The contracts hamper flexibility and could become a headache if you pick the wrong outsourcer. 

Email Support Outsourcing Pricing Models

Each business comes with unique needs, so the level of support you require may determine how much you pay to outsource your email support. There are a few standard pricing models many companies follow, including:

• Pay per hour: Most companies charge for email support services by the hour. 
• Pay upfront: When you already know the volume of customer service requests your business receives each month, you can pay upfront for a set amount of time. 
• Pay per email: If you have a low or inconsistent volume of emails, the business may price its services by the number of calls.
• Pay per performance: A less common payment model, pay per performance takes place when you only pay for results like a sale due to the call. Some companies offer a hybrid option where they combine this model with an hourly rate.   

How to Choose an Email Support Service Provider

Before you hire an email support service provider, think about your needs. The right provider for you will have a payment plan that’s well-suited to your needs. Most companies charge by the hour, but the same option could cost you more if your business doesn’t get many emails. 

The right customer support service lineup has tons of benefits. But the best choice depends on you. Complete thorough research and read reviews about an outsourcing agency before you hire them. Weigh the advantages and disadvantages for your company. 

Ready to take the plunge? Check out our outsource email support services today. 

by Costi

Back-Office Support Outsourcing

If you are a business owner looking to learn more about back-office outsourcing, this article is for you. Below, we will discuss the ins and outs of back-office support outsourcing and how it could benefit you. 

What is Back Office Support Outsourcing?

Back office refers to the essential tasks required for a company itself to run. You pay another company to do the work for you with their trained employees, and you can focus your time and money on other, more critical tasks. 

Outsourcing back-office work is an excellent way for companies to save time and money by not creating new departments, hiring and training employees, and more.  Small and medium-sized businesses benefit highly from back-office outsourcing and avoid spending excess funds on developing new in-house departments.

When to Outsource Back Office Work

There are many types of back-office functions and services that you have the opportunity to outsource. Below are some examples of outsourceable work and why you might want to consider it. 

1. IT Support

Technical and post-sales support is a crucial part of any business and can increase your customer satisfaction directly. Professional technical experts can be outsourced to deal with troubleshooting issues and help customers with product warranty issues. 

2. Payroll Services

Outsourcing payroll services can save time and money for even small companies and start-ups.

3. Data Entry

Data entry is a critical yet tedious task for companies. Outsourcing it to a reliable and efficient data entry team will free up time for core business endeavors. 

4. Bookkeeping

Proper bookkeeping is necessary for the appropriate taxation of any organization. It requires 100% accuracy, and outsourcing it to professional vendors will ensure you are doing everything correctly and will save you the burden of hiring your own professional.

5. Data Extraction

Data extraction experts can handle your vast amounts of data and compile it for you. This is extremely helpful when you need to make significant, business-wide decisions but don’t have the time or talent to gather and analyze your data yourself. 

6. Document Imaging

Document imaging is the conversion of data from various sources, such as receipts and paper documents, into a single electronic format. With this, you can access all of your data on one, easy-to-understand platform.

7. Directory Organization

Storing and organizing your directory information for stakeholders is time-consuming yet essential. Outsourcing partners will compile contact information of team members, target industries, and more. 

8. Human Resources

You can outsource your HR team and save your company massive amounts of time and money. Outsourcing will help you develop the best HR strategies, including hiring, auditing, screening, employee retention, workflow procedures, compensation, and more.

Pros of Back Office Support Outsourcing

• Allows the company to focus more on core operations - You will save time on mundane tasks and focus your energy on more critical functions. 
• No training necessary - The jobs are carried out by professionals that have experience and domain expertise.
• Lowers cost, cheaper labor - Outsourcing is less expensive than doing all of your services in-house. They are also often done overseas, where labor is cheaper. 
• No training and hiring required - The outsourcing partner will take care of the hiring process, the training, and the supervising of all work, leaving all that time for your other endeavors. 
• No worries about staff retention - The outsourcing company manages their staff so you don't have to worry about their turnover. 
• Access to technology and infrastructure that is top of the line - Since your outsourcing partner takes care of the infrastructure, you will have access to equipment and technology that your company might not be able to acquire itself. 

Cons of Back Office Support Outsourcing

• Potential important information breaching - You are entrusting sensitive information about your company when you outsource your work. This opens up an opportunity for a security leak. Ensure that you have contingency measures to secure your companies data and choose an outsourcing partner with reliable security. 
• Time Zone differences - Often, outsourced work occurs in another state or country, and time zone differences can affect your service hours. This can be difficult and problematic to work around. Luckily, many companies provide 24/7 services, so take that into consideration.
• Language barriers - Outsourcing offshore is often cheaper, but cultural and language barriers may pose some problems. 
• Quality control - By outsourcing, you are turning over your control to another business. You rely on them for quality, and they may not meet your standards. 

Pricing Models

Different back-office outsourcing agencies have different pricing models. Most outsourcing partners will charge you an hourly rate for full-time equivalent. Other partners will charge you per transaction, depending on which services you are outsourcing. 

Another option is called staff leasing, and it is where you pay for each individual agent. You essentially hire the agents yourself, so it adds some more management and control onto your side of things, but it can be less expensive. 

How to Choose a Service Provider

To ensure that you get exactly what your company needs and you get a positive return on investment, it is crucial to research the outsourcing partner that directly meets your needs. Decide what processes you are managing in-house now that you would like to outsource instead and which services do you need to begin that could be outsourced. 

Spend time researching various outsourcing candidates and considering their cost, services, track record, and contract options. Consider looking at partners that offer diverse services so that they can perform each of the tasks you need. Look for a partner that is flexible and can supply labor with flexibility based on your changing needs. 

Other things to look for are partners that can take on more work as your company grows, someone who can match your communication needs, and someone with high security and a good track record.

Conclusion

From the information above, you should have a pretty good grasp of what back-office support outsourcing is and how it could benefit your company. 

With this knowledge, you can now assess your company's needs and decide whether hiring outsourcing help would benefit you in the long run.

by Costi

10 Customer Service Phrases You Should (And Shouldn’t) Be Using

Customer service is all about knowing what to say and how to say it. That is, somewhat ironically, customer service phrases are easier said than done. 

One thing that can certainly help is bringing more consistency to your interactions. Repeatable phrases are your best bet. Using the right ones can help you convey information in a warm, concise, and genuine manner. They can also give you something to lean on in difficult situations where it’s unclear what you should say. 

On the other hand, the wrong phrases are open to misinterpretation. Either that or they’re simply cliché or robotic. Knowing what they are and why you should avoid them is just as important as knowing the right phrases. 

Let’s start with the latter. Here are six customer service phrases you should be using. 

“I can understand how (blank) that must be.”

This is obviously suitable for upset customers. As for what you replace the (blank) with, it comes down to using your empathy to read their mood and relate with how they’re feeling. Annoying, upsetting, difficult, and infuriating are some of your options. Try not to downplay their emotional state. 

“Happy to help.”

There are fewer customers who will tell you that they’re unhappy than there are customers who will just walk away. That’s why you need to ensure that they’re satisfied before they leave. 

When it comes to writing your closing message, ending with “Let me know if there’s anything else I can assist with” is a good idea. Adding the “Happy to help” assures the customer that there are no wrong questions, and you’re willing to take on anything they might send your way. It’s quick, simple, and highly comforting. 

“Let me find that out for you.” 

You’ll inevitably run into the occasional situation where you don’t know how to solve a customer’s problem or answer their question. The last thing you want to do is say, “I don’t know” or “Sorry, we’ve dealt with that before.”

Instead, use positive language and bring the focus on the solution. Start with something like “Great question!” before letting the customer know that you’re doing something. Avoid bringing any sense of uncertainty into the picture, which is what phrases like “If I remember correctly” or “I’m pretty sure” do – rather, be clear and precise. 

“Thanks for the heads up!” 

As we now know, most customers don’t speak up when there’s an issue. Those who do the opposite and go as far as sending a detailed bug report or explaining a problem with your product are providing a great deal of value. The same is true for customers who give suggestions on how you can make things better. They all deserve some appreciation. 

At the very least, include a “Thanks for bringing this to our attention!” in your conversation. Showing recognition when someone has gone the extra mile to help is how you lay the foundation for lasting relationships.

“I’ll pass this on to the team” 

Telling the customer that their concerns have been recorded and sent to the relevant people is another way to make them feel that they have been heard and appreciated. 

Conversely, you shouldn’t say it if it isn’t true. Be upfront about the situation rather than make them expect a change that never comes. You can keep these interactions positive by providing alternatives and saying “thanks” in any case. 

“I’ve taken a look at the situation”

Oftentimes, conversations need to be transferred due to changes in shifts or issues that require special handling. This can be disconcerting for the customer, especially when they anticipate having to repeat everything they’ve already said. 

Assuring them and confirming that you know what’s going on can help to ease the handover process. It’s worth noting here that the customer should never be put in a situation where they have to repeatedly explain what’s going on. Make internal notes part of the transfer so that no information is lost along the way.  

So, there you have it - these phrases can add a delightful touch to your conversations. As for the phrases that follow, your best bet is to avoid them entirely. 

Here are four customer service phrases you shouldn’t be using. 

“Unfortunately, I can’t do that” 

In Apple’s “book of forbidden customer service words,” some alternatives are suggested to the big no-nos. This includes turning “unfortunately” into “as it turns out.” The core principle is to turn negative language into something positive. 

No customer wants to hear about what you can’t do - especially when it relates to the issue at hand. Rather, focus on what you can do. Anything related to negative language can make the customer feel rejected, which isn’t conducive to your relationship with them. 

“Your call is important to us” 

Is it, though? How important can their call be if you are not answering it? 

It’s one thing to tell your customer that you value their business, but it’s another to show it. Platitudes about the customer’s importance are far too cliché to pass these days. They sound scripted and are usually mentioned when the complete opposite appears to be true. 

“Are there any other problems I can help with?” 

This is a simple case of poor wording. These kinds of phrases have good intentions but can come off negatively, as they imply that there might be other problems. 

“Can you (blank)?”

Anything that increases the perceived effort required by the customer should be avoided, including asking them to solve a problem that shouldn’t exist. For example, you shouldn’t ask them to send you a fax, print a document, or scan a paper. Not in this day and age. Being shuffled around through outdated processes is frustrating. 

That said, it’s sometimes necessary to ask the customer to perform a task that you can’t do yourself. In that case, it’s important to make it appear as a team effort and to explain why the task is necessary. 

As you note down the phrases to use and avoid, remember that authenticity is key. If you only say something when you mean it, you can rest assured that you’re moving in the right direction. 

by Costi

Auto-Reply Email Sample: A Customer Service Autoresponder Template

There’s nothing more meaningless and ineffective than a robotic autoresponder email. It reduces your customer to a ticket number and makes them feel like you see them less as a person and more as a data point. That’s not particularly conducive to your relationship - especially if the message is responding to a request for help. 

But unless you have the time to handcraft every single email without building up an infinite backlog of unresolved tickets, auto-replies are a necessity. They keep you connected to the customer when you’ve got your hands full. They let them know that their problem will be solved as soon as possible. 

The key is to craft a message that’s warm, personal, and informative. Having a template that you can follow will certainly help. Let’s take a look at one before breaking it down to understand what makes an effective auto-reply email. 

Customer Service Autoresponder Template

Subject Line: 

Hang tight. We’re on it! - RE: (recipient’s subject line) 

Body: 

Hi (customer’s name),

Thanks for getting in touch! This is an automatic response to let you know that we’ve received your message and one of our service agents will reach out to you ASAP. During (business hours), that’s usually within (realistic timeframe). It might take a little longer on weekends.

For any general questions about (product/service), you can head to our (knowledgebase) for guides and FAQs. 

Please feel free to send us a reply to this email if you have any extra details that can help us assist you. 

We’re looking forward to hearing from you! 

Regards, 

(agent name) 

Signature Elements: 

There are several additional items that you may want to include in the signature of your emails. If your customers require immediate assistance, for example, then consider adding a phone number as well. Just be clear about when customers can expect the phone to be picked up and what the procedure will be if it goes to voicemail. 

If you run an e-commerce company, you should always include links to the customer’s most recent purchase along with delivery tracking and FAQs for returns and exchanges. Businesses that are capable of handling requests on social media can add links to their profiles. 

Now let’s break down the auto-reply email and look closer at its main components. 

Auto-Reply Email Sample: Subject Line

Your subject line is imperative, as customers will see it before anything else. It should achieve two things: 

1. Outline the most important information. 
2. Provide a good reason to read the message. 

Putting something like “We have received your request” in the subject line is about as good as not having one at all. Those kinds of phrases do little to comfort and reassure the customer that you’re going to get back to them. They’re not particularly enticing either. Try something more compelling and informative, such as:

• “We hear you. Here’s what will happen next…” 
• “Thanks for reaching out. We’re working on it!”
• “We got your message! Here’s what to expect.”

Keep it short and eliminate any filler words. Remember to RE: the customer’s subject line, so that it’s easy to see what the email is about. If it’s a possibility, consider incorporating their name. 

Opening Section

The opener is no less important, especially now that most user interfaces display the first few lines of an email in the notification. Since this section is meant to greet the customer, using their name is a good idea. But what if you don’t have that? Then you’ll have to use a “fallback” greeting. 

Tone is important here. Unless you’re selling Rolls-Royces, you probably shouldn’t use “Dear Madam/Sir.” Keeping it friendly with a “Hi there” should be sufficient. Of course, you’ll want to give some thought as to how you believe your customers expect to be addressed. Don’t hesitate to ask them. 

Another core component is the “thank you.” After all, just about every email that comes your way contains valuable information that can make your company better. A simple “Thanks for getting in touch” makes all the difference. 

Body

Now it’s time to give the email a why. The purpose of the body is to explain how you’re going to help the customer. It should offer clear and accurate expectations as to when and how you’ll respond. 

This is a suitable time to note your business hours. Don’t just leave it at “as soon as possible,” which isn’t particularly reassuring. The customer doesn’t know what you consider to be possible. 

Aim to under promise and overdeliver. If you know you can get back to them in a few hours, specify 24-hours, for example. Be sure to follow through, though. 

Delivering on the promises you put in this section is a great way to build trust with the customer. Keep in mind that you may not always be able to promise a solution, but you can always provide an update within the given time. 

Signature

Finally, we have the signature. This is where you can add some more tone and build on the human element of your email. Simply putting in a name goes a long way in achieving the latter. 

Giving one last “thanks” is another suitable way to end things off. Whatever you do, remember to keep it positive and try to leave the customer with a smile on their face. As always, it’s important to keep it short and sweet. 

You can potentially insert alternative contact options, especially when the autoreply is responding to urgent types of emails. Remember to be transparent about what customers can expect when using those contact options. If you include any dates, make sure that they can’t be misinterpreted. Don’t use 08/07 or 12/09/20, for example. 

Auto-reply emails might be short, but each line is saying a lot about your business and the way you handle things. Keep this in mind when crafting your responses. Of course, automation can’t replace genuine, human customer service, which is key to providing an exemplary experience. But when used right, it can be a mutually beneficial tool. 

by Costi

4 Response Templates for Tricky Customer Service Emails

The last thing your customers want to receive is an automated message devoid of any life. It’s upsetting and sometimes even offensive, especially if it doesn’t get to the heart of the problem. But as much as you’d like to hand-craft every email to perfection, there’s seldom enough time. Too many customers are waiting for you to tend to their needs. When you’re walking on eggshells, which is often the case in customer service, you need to write personalized customer service emails that are well-thought-out and amiable. This is particularly true for those difficult situations when it becomes unclear as to how the matter should be handled. 

How do you tell someone that their feature request isn’t in the pipeline? What if you can’t process a customer’s refund? What do you do when it becomes apparent that the login details they’re requesting aren’t for their account? 

Let’s make things easier by looking at some response templates that are designed for tricky customer service emails. In each case, remember to keep the following fundamentals at the forefront of your mind: 

• Address the customer by their name.
• Take a friendly but measured approach. 
• Use positive language.
• Follow up on your initial message if they don’t reply. 
• Empathize with their situation. 
• Provide a clear explanation of how you intend to solve the problem. 

With this in mind, use the following templates to safely navigate more complicated and delicate issues. 

Refund Request

If a customer wants a refund (and you can’t provide it), they likely feel that they haven’t gained the value they were expecting from the product or service. Pay attention to their reasoning and acknowledge the issue before addressing it. 

Example Response

Hi Jennifer,

First of all, thank you for supporting (business name).

I’m sorry to hear that the (product/service) didn’t meet your expectations. As per our terms and conditions, I’m unable to provide a refund in this case. Fortunately, I can (offer a non-refund option). 

As we get that sorted out, I’d like to hear more about your situation. If you could elaborate on (why they want a refund), I can chat with (the relevant people, such as the product team), and we can provide our best advice. Any feedback or suggestions will be greatly appreciated. That’s how we make (product/service) better!

Additional Tips

In some instances, such as with small refunds, following through with the request and investing in the long-term relationship might be worth more than the money saved. In any case, it’s worthwhile taking the time to understand why the customer wants a refund in the first place. Linking to your refund policy will help you backup your response. 

Invalid Feature Request

This is a common one for software companies. Of course, it’s not a bad thing. It means that your users are vested enough in the product that they want to make it better by offering their own ideas. You can also gain some valuable insights here. 

However, not all feature requests make sense for the majority or align with your objectives. At the same time, you don’t want to flat-out reject the customer or not reply at all. Maintaining a positive voice isn’t always easy, but it’s not impossible to leave the customer feeling that they’re still valued.  

Example Response

Hey Steven,

Thanks for reaching out! We really appreciate it when our users provide this kind of feedback. 

While we can’t add (feature request) at the moment, it’s something we will consider for a future release. I’m adding your suggestion to the list, so as soon as I get news about (feature request), I’ll let you know when you can expect it in an update. In the meantime, your best bet would be to (suggest a solution when possible). 

Thanks again for taking the time to let us know what you want to see in (software). Don’t hesitate to contact me when you have any other ideas.

Additional Tips

Telling the customer that their request will be considered makes a strong case for them to stay on board. Ending with a suggestion is a good way to keep things positive. 

Failing to Comply

Sometimes, the customer will have a problem but is angry to the point where they refuse to give you the information you need to help them. It can also be the case that they simply don’t understand what you’re asking for, as it may be beyond their technical expertise. Here’s how you can help. 

Example Response

Hi Emma,

I understand how frustrating this can be. While I get where you’re coming from, I’ll need your help to sort this out. If you can provide the following information, we can get everything in order in no time. 

(List of steps or details you need). 

I know your time is important, so as soon as we have (details) I’ll get back to you with (solution). 

Looking forward to your response. 

Additional Tips

In some cases, you might be able to tell a story about another customer who was in a similar situation, and what you did to sort the matter out.

Social Engineering Attempts

As you may already know, social engineering is an increasingly common problem in customer service. But it can also be the case that the customer genuinely needs assistance, so you want to be secure while still being helpful. 

Example Response

Hi Robert,

I’m sorry to hear that you’re having trouble accessing your account. 

As I’m sure you can understand, we have to adhere to security standards when it comes to providing the sensitive information that our customers entrust us with. If you can’t remember your password, you should be able to reset it by following these steps:

(Make a bullet list) 

Let me know if you’re unsure of anything and I’ll be happy to help you along. If you’d like to learn more about our security policy, the following link has all the details: (URL). 

Additional Tips

There isn’t much along the lines of workarounds when it comes to security, but you can make things easier by linking to relevant policies and knowledgebase articles.

These templates should serve as a foundation on which you can build your replies for any other tricky emails that come your way. Be sure to incorporate your own tone and voice to add that personal touch. 

by Costi

How to Talk to Your Customers

Ensuring that the way you communicate with customers is thoughtful, meaningful, and delightful can make a world of difference. Every conversation is a chance to represent (or misrepresent) your business. What you say and how you say it will influence your relationships and determine how your brand is perceived. 

So, what makes for an effective interaction? The first step is to avoid formalizing them to the point where you begin to sound less like a human and more like a marketing robot. Authenticity is key. Woth that in mind, we can move on to the next points. Here’s how to talk to your customers. 

Find Your Voice

A good start is to define your company’s collective voice. It should be in keeping with the image you want to portray. Part of why Apple store reps are so persuasive is their warmth and politeness. The tech giant is generally intimate and friendly in their interactions with customers, and it clearly works. 

What’s important here is balance. You don’t want your team to sound like they’re reading from a script. They also shouldn’t come across as fake or worse - creepy. Aim for the sweet spot where your tone can be friendly while maintaining a sense of professionalism. 

Keep it Short

In today’s attention-deficit world, customers aren’t interested in long-winded monologues and 1,000-word emails. Even the most spectacular message will have little effect if it’s crammed into a wall of text. 

Your customer service interactions should be clear and concise. Incorporating visual content and linking to knowledgebase articles in your emails will help you get the point across in fewer sentences. The goal is to ensure that all of the customer’s problems are solved and they feel as though they’re truly heard. 

On a similar note, your responses should be prioritized based on their urgency, so that they’re addressed in a timely manner. Having saved replies that simply need to be edited to include the customer’s name and their issue will help. 

Use Positive Language

Certain words and phrases are prone to misinterpretation and may cause accidental dissension. This includes negative language like “I can’t” or “I’m afraid that” - these phrases aren’t conducive to moving the conversation forward. They can make a customer feel as though it’s up to them to solve the problem they’re presenting. 

Positive language, on the other hand, puts the focus on the solution and assures the customer that their time isn’t being wasted. One way to make use of it is to emphasize that the interaction is a team effort. You can do this with words like “we can” and “let’s” in place of “I need to” and “you’ll have to.” 

Address by Name

People feel good when their name is mentioned. Use that to your advantage during interactions. 

When you can’t, start with something friendly like “Hey there” and not some form of corporate droning like “Dear sir/madam.” That is, when it’s appropriate. If the customer or circumstances are more formal, then it would probably be better to hold back on the LMAOs. It’s also important to be careful with jokes, as they’re easily misinterpreted. 

Knowing who you’re dealing with and mirroring them is an art worth mastering. 

Give Clear Directions

Whenever you can reduce the perceived effort and do something for a customer, do it. This is essential to a winning customer service. But if it’s up to them to carry out a task, especially when it involves a long set of instructions, be sure to order it chronologically using a numbered list or bullet points. 

For example, let’s say the customer wants to know how to turn on the dark mode feature in your app. Your directions can look as follows:

1. Open Settings (the gear icon on the top right of the screen)
2. Choose “Appearance” 
3. Scroll to the bottom and select “Enable Dark Mode” 

Avoid technical language and jargon when possible. The simpler, the better. 

Once the customer has successfully resolved their problem, it’s a good idea to end by offering to help further. Remember to use positive language. Don’t ask if they have any other problems. Ask instead if there’s anything else you can do for them. 

Apologize Appropriately

Not every request can be fulfilled. Not every rule can be bent. Sometimes, you can’t say yes. But that doesn’t mean you have to end the interaction with an unhappy customer that doesn’t plan on returning. 

Provide a sincere apology that’s appropriately worded. You’re not taking responsibility for something you aren’t at fault for. Instead, you’re acknowledging their frustration and showing that you understand how it’s a problem. Use first-person pronouns in your messages, such as by saying, “I know how frustrating this can be.” 

Aim to end things on a high note with a solution or the best alternative. If there’s something you don’t know, inform the customer that you’ll be in touch within a certain amount of time or that you’ll reassign them to the right person. 

Align Your Objective

Showing that you’re working with the customer’s best interests in mind achieves several things. This includes reducing their perceived effort and providing a clearer explanation of how you’re going to satisfy their request. Here’s how you can structure your message:

• Describe what you’ve done.
• Tell them what you’re going to do.
• Explain how it will solve their problem.
• Sympathize with their concerns if necessary.

The first two points are particularly useful when you need to tell the customer that you’ve already tried something to no avail and you’re looking for (or have) another way forward. Draw their attention to an end instead of the means. 

Say Thanks

Your customers - even the less-than-happy ones - are the lifeblood of your business. An open and attentive mind will reveal a wealth of valuable information in every interaction. For that, your customers deserve some appreciation. Be sure to thank them for their support, be it with a simple message or something more tangible.

There’s much to unpack here. But with a bit of time and effort, you and your team can become experts at talking to customers. As long as you stick to a human approach, the rest will come naturally. 

by Costi

Customer Service Quotes Database

As anyone who’s worked in a customer service position will tell you, staying motivated isn’t always easy. 

Most of your interactions are with people who aren’t in the best of moods. Maybe the customer has a problem that there’s no immediate solution to and you have to tell them the bad news. Perhaps they had a negative experience and feel the need to take it out on others. Some people are just downright rude. 

But no matter how you’re treated by those you’re trying to help you have to do your job with a smile on your face and a friendly demeanor. That’s no small feat, especially when conversations turn sour, and you start feeling down. 

Unfortunately, your only option is to find a way forward and handle the difficulties in a healthy manner. The last thing you want is to see your workplace as a toxic environment. 

The good news is that there are many ways to escape the cycle of negativity and stay motivated no matter what. One tried-and-true solution that has helped many a customer service rep is to read up on some inspiring quotes from those who have faced the worst and prevailed. 

Customer Service Quotes

1. “To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” - Don Alden Adams. 

That last word is particularly important for customer service. To have integrity is to be honest and maintain a strong sense of morality. Ensuring that your actions are always in keeping with your words prevents a great deal of weight from burdening your shoulders, which is one less thing to stress about. 

2. “To listen closely and reply well is the highest perfection we are able to attain in the art of conversation.” - François de La Rochefoucauld. 

Hearing and understanding the customer is key to resolving their problem efficiently. No less important is being able to provide a response that gives them confidence in your ability to help. 

3. “Happiness is a by-product of an effort to make someone else happy.” - Gretta Palmer.

Positivity is contagious. Being in a good mood not only makes you and the customer happy but everyone around you as well. You’re essentially creating a better work environment for yourself. 

4. “Courteous treatment will make a customer a walking advertisement.” - James Cash Penney.

Satisfied customers come back and only have good things to say about your business. Make enough of those, and your manager will certainly notice. 

5. "Whatever you are, be a good one." - Abraham Lincoln. 

Even if you aren’t entirely content with your current situation, it will be infinitely better when you decide to make the most of it. Being the best at what you do is the first step towards a higher place. 

6. "To give without any reward, or any notice, has a special quality of its own." - Anne Morrow Lindeberg. 

Customer service is often a thankless job, but that’s part of what makes it so rewarding and fulfilling. 

7. "Kind words do not cost much. Yet they accomplish much." - Blaise Pascal. 

Showing kindness to another person isn’t easy when they’re sending profanities your way, but it achieves far more than bringing yourself down to their level. 

8. "When you help others feel important, you help yourself feel important too." - David J. Schwartz.

The importance of what you do can only resonate with you when you do it the way it’s meant to be done. 

Staying Motivated

Let’s end things off by taking a look at some other ways to keep your morale up during tough times. 

Write it Down:

This is best done with traditional pen and paper, as writing is in and of itself a therapeutic process. Consider picking up a diary to note down your thoughts and feelings. What happened? Is there anything you could have done to change the situation? If so, why didn’t you do it? Can you change something in the future? Maybe. 

Talk to Someone: 

It might seem obvious, but pulling a colleague or friend aside for a quick chat can really help. Grab a coffee during lunch or after work and discuss your woes. It’s a good idea to do this with someone outside of your office, as your emotions could otherwise prove contagious. Your supervisor likely has some words of wisdom to share on the matter. 

Step Away: 

At least, as much as you can without getting fired - whether that’s heading outside or walking to the coffee machine. Pick up a snack and something to drink. Just stay away from sugar, as it’ll have you feeling worse when the high recedes. Disengage for a few minutes, do a round of deep breathing, and take the longest way back to your desk. 

Remember the Why:

The importance of your work should never be forgotten. What you’re doing - which is making a difference in countless people’s lives - certainly matters, and keeping that on top of mind can help you get through difficult situations. Perhaps you can compile a few memorable customer stories or motivational pictures to resort to when you need them. 

Play Some Music: 

Many customer service pros have a “power playlist” to keep them moving through the day at a steady pace. If you fancy the idea, consider bringing a pair of headphones along to work and listen to your favorite tunes when you don’t have calls to deal with. Almost every major music streaming app has plenty of curated playlists focused on motivation. 

Meditate: 

A few minutes of mindfulness can make all the difference. If you’re unfamiliar with meditation practice, you can download an app like Headspace or Aura to get some guidance. At the end of the day, it’s as simple as breathing deeply and letting your thoughts flow instead of trying to control them. Focus on the now, and stress will be no more. 

Educating, empowering, and assisting others is a most commendable job. Remember the importance of what you do and never let a bad interaction get you down. 

by Costi