Category: Email Best Practices

Customer Experience Design by myragolden

Make Your Email Replies to Customers Easy To Read Using These 4 Tips

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Most of your customers are reading the emails you send on their phones or tablets. And they’re reading your messages while they’re on the go, or doing a couple of other things. Like you, your customers are busy.

You can make it easy for customers to quickly read and understand your message by doing just a few key things. Just as companies design their websites for customers to access information with just a few clicks, you need to structure your emails, so that they can be quickly read, and understood.

Today, I’m giving you four things you can do to make your emails easier for customers to read and understand, by making them scannable.

1. Write in short sentences.

Keep your sentences to 15 -20 words. This makes your emails more scannable, as we keep in mind that many people are reading emails on their phones.

Continue reading Make Your Email Replies to Customers Easy To Read Using These 4 Tips
Customer Experience Design by myragolden

The Number One Grammar Mistake In Email, Chat and Text Is….

Grammar Gaffes Make You Look Dumb

I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border:

“If your reading this, than your to close.”

Do you see what I saw? Not one, not two, but four typos! The message should read:

Continue reading The Number One Grammar Mistake In Email, Chat and Text Is….
Email Best Practices by myragolden

For the Last Time, It’s Not Okay to Say, “Your Welcome.”

I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message.  Here’s what this driver had displayed on his flashy license plate border:

“If your reading this, than your to close.”

Do you see what I saw? Not one, not two, but four typos! The message should read:

Continue reading For the Last Time, It’s Not Okay to Say, “Your Welcome.”
Customer Experience Design by myragolden

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Story highlights:

Empathy, Casual Language, and Personal Pronouns are the secret to amazing complaint response emails

Have you heard of Blue Apron? It’s a grocery delivery service, basically. You get recipes and perfectly proportioned ingredients sent to you, and all you have to do is whip up gourmet meals in your kitchen. I use services like this literally every week. I just don’t have time to grocery shop with my busy kids and my travel schedule.

Well, the first time I tried Blue Apron, my food box came with a little problem. My bag of lentils had a small hole in it, and the lentils spilled.

I emailed Blue Apron that morning, and two hours later this is the response I got:

Continue reading Want to Write Amazing Complaint Response Emails? Here are 4 Keys to Doing Just That.
Email Best Practices by myragolden

How to Be a Fantastic Chat Agent

I recently chatted with a QVC Customer Service Representative about the status of a product return. I only wanted to confirm that my return was received, but I walked away from the chat session with a Beyond WOW reaction. The WOW started with this message from the Representative:

 “Ms. Golden, I’m so sorry the Canon Vixia HV30 MiniDV HD Camcorder hasn’t been processed as of yet.  I know you’re anxious to have this completed.  The return processing time can take up to 17 days from the date an order is returned to QVC.  I hope your item is processed soon.”

QVC ChatFour important things happened here. And when you do these four things in your chat interactions, you will deliver a fantastic chat experience.

Continue reading How to Be a Fantastic Chat Agent