Put Down that Phone

5. Use customer-service e-mails as a learning (and selling) tool.
Using your system’s reporting and analytics capabilities, track and categorize all issues raised by your customers to gain insight on how to serve them better. Provide this information to company decision-makers, who can then adjust service capabilities or product offerings accordingly. Don’t miss any chance you get to have one-on-one communication with your customers. Integrate marketing and upsell messages into service responses based on the category of the query and the type of customer. Include a hyperlink to a related promotional offer in the footer of the e-mail.