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To people on the receiving end, a single interaction can make or break their customer experience. Email affects everything from repeat purchase rates to lifetime value to how someone talks about your brand privately and publicly.

Given its centrality to not only support management but to your business as a whole…

Here are 10 tips to send better, faster customer service emails.

1. Personalize your email interactions
Personal service is the β€œsynergy” of the customer support worldβ€”a buzzword used way too often without thinking about what it means. While β€œ<first_name>” email templates are helpful, personalization really comes down to making your customers feel like they’re doing business with a human, not a company.

About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. Of course, if you manage support primarily through email, β€œspeaking” takes place through the written wordβ€”where it’s easy to come off as anything but personable.

A customer service email isn’t a transaction; it’s a conversation between two humans. By introducing yourself to the customer and using your name as well as showing your face, you create a far more relatable customer service experience.

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