When it comes to going above and beyond to provide exceptional customer service, don’t overlook follow up emails and autoresponders. These two tools are some of the most powerful ones you can use.
Welcome Your New Customer
The first email message your customers should receive is the welcome email. In this email, you’ll want to give access to the product or service your customer purchased and tell her how to ask for help if needed. You could say something simple like, “Need help? Hit reply to this message and I’ll get back to you within the next business day.”
Follow Up Promptly
You’ll want to send a follow up email about 48 hours later. Ask if your customer received everything they needed and give them a second link to download the product they bought. If they had to sign up to download their product, remind them to login with their username and password.
A third email message should be sent 10-20 days after the original purchase. If you sold an information product, ask your customer if they’ve put what they’ve learned from you into practice yet.
You can even highlight a customer that did and share how they used your product. For example, you might say, “Shannon purchased my course on affiliate marketing and noticed her affiliate earnings climb as soon as she implemented the first two lessons.”
Give a Status Update
If your customer has purchased a service from you, then you can use this email message to give an update on your project. For example, you might say, “I’ve been working on that e-book for you and I’m halfway through it. I expect to be finished by [date]. In the meantime, are there any questions you have that I can answer?”
Updating your clients about the status of your project may seem like a small thing. But it puts customers’ minds at ease and lets them know you’re still working hard.
Use Reminder Emails
If you’re selling a service, set an autoresponder to follow up after three months. Use this email to ask if you can be of any further service. This can jog a client’s memory and remind them to assign a project to you they’d forgotten about.
You can also use this reminder email to ask for a testimonial. You might say something simple like, “I enjoyed collaborating on your project. I’d love it if you’d share about your experience working with me in the form of a short testimonial.”
When your customer service goes above and beyond, your customers will love you for it. They’ll enjoy using your products or services so much that they’ll become brand ambassadors that share how awesome your business is with everyone they know.
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