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How email marketing can improve your firm’s customer service

  • May 31, 2021

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The world of marketing (and, particularly, online marketing) has evolved at a tremendous pace over the last 15 or so years. 

With the increasing importance of social media platforms, Search Engine Optimization (SEO) and digital analytics software, it’s now easier than ever for firms to gain a greater insight into their markets and an increased understanding of their users’ preferences and interests. Moreover, all these technologies combined have also hugely improved the ability of firms to augment both their product offering to clients and their customer service. 

However, as any successful business person will tell you, true customer service goes far beyond just understanding and targeting consumers. Rather, customer service creates a two-way street between firms and their clients and, if done correctly, can have the knock-on effect of vastly increasing brand loyalty and the likelihood of repeat sales - so, it’s a win-win for all concerned.

Tips to use email marketing more effectively in customer service

Unlike almost any other promotional vehicle, email marketing affords the ability for companies to reach out to specific clients by name, targeting the content of their message to the customer's proven interests or previous buying behaviors or habits. Also, using email signature software, firms can maintain branding across their communications to help build awareness of their goods and services. No other medium - not even social media - allows this level of personalization and one-to-one contact through providing bespoke marketing content. 

Below are just a few more ways to extend this personalization to the benefit of both your firm and your clients:

Quicker, two-way communications: Research shows clients these days are more likely to reach out to firms via email, text or social media than they are by phone, so ensuring you reply to email communications quickly and politely will instill a greater sense of trust in your services and your ability for after-sales support. 

Emails (and email marketing) help build trust: Very often consumers take time in the decision-making process before finally taking the plunge to make a purchase. Keeping up email communications with a potential client is one of the best ways to show your firm is responsive to inquiries and offers high levels of customer support. Moreover, if a client has signed up to your mailing list, then receives an email from your firm, they are more likely to revisit your site. Nurturing sales leads is vital in today’s cut-throat e-commerce environment - and email marketing is one of the best ways to ensure your company remains front and center in the minds of prospective customers. 

Email marketing builds engagement: Regular emails with content tailored to the user helps show high levels of customer service (particularly if you feature the client’s name and show links to other content they might also enjoy). Personalized marketing emails of this type are the digital equivalent of walking into a store and being greeted by name and can generate high levels of engagement and loyalty. 

Email marketing builds engagement, fosters relationships and helps you stand out: It’s worth remembering your prospective client has likely already visited countless online stores (and possibly some real-world ones too), so building a positive relationship between them and your company often transpires to be the deciding factor between a customer choosing to shop with you or another firm. Taking time to go the extra mile with email, email marketing and other forms of communication will help prove your business is interested in much more than just achieving a sale.

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