LATEST ARTICLES

Omnisend Review 2021: Why Choose Omnisend For Your Ecommerce Email Marketing – Our Honest Take

When it comes to customer relationship marketing (CRM), nothing beats a well-timed message. According to a study conducted by Oracle, customers spend 140% more if they had a great experience with a company. As a business owner who wants to increase sales and customer loyalty, providing a personalized customer experience is something you might want to consider. One of the most obvious ways to do that is through effective communication and collecting customer feedback; that’s where Omnisend comes in. In this Omnisend review, we’ll be looking at how Omnisend helps businesses grow their revenue. We’ll also take a look at its features and pricing; so that you’ll be able to decide if it’s the best fit for your business. 

What is Omnisend?

Omnisend is a multi or omnichannel marketing automation service with a focus on e-commerce businesses. It was established in 2014 as Soundest, which was solely focused on email marketing, but became Omnisend in 2017. This change was inspired by the founders’ – Rytis Lauris and Justas Kriukas – desire to do more for their growing client base. So, it went from being an email-marketing-only service to a multi-channel (email, SMS, web push notifications, Facebook Messenger etc) messaging/marketing service. Want to know if Omnisend is the email marketing app for your business? Keep reading our Omnisend review for answers or click on any headings below to jump to a specific part of this post. 

About Omnisend - Omnisend review
Source: omnisend.com

How to use Omnisend

First of all, you’ll need to register with the email and SMS marketing platform. Thankfully, the Omnisend registration process is a quick and easy one. What’s more, you won’t be needing a credit card to join. That doesn’t mean that Omnisend is free though. It does have a free plan and there is also a 14-day free trial of the premium features. This Omnisend review talks more on this in Pricing.

Omnisend registration

The registration starts when you click on any of the “START FREE TRIAL” buttons on Omnisend’s homepage. Clicking on the “MAKE THE MOVE TODAY” button (it’s lower down the homepage) will also take you to the registration page. 

Clicking on any of the buttons mentioned above will take you to the registration page. Here, you’ll fill out the form with your email and create a password. The password creation is nothing fancy. It should be, at least, 8 characters long and must include 1 number. You’ll also need to supply the name of your current marketing automation software and online store platform from drop-down menus. Don’t worry if you haven’t got any of these; simply choose “None” and “Don’t have a store” respectively.

After you’ve clicked the “Sign up” at the end of the form, you’ll be sent a confirmation email with a link to activate your account. Clicking the link takes you to the account set-up process. It’s a simple 2-step process. In the first step, you fill out a short form with your name, business’s name and website. The second step requires you to fill out another simple form with your country, city, zip code and time zone.

Omnisend needs the physical address so that it can ensure that you comply with the anti-spam laws in your region. When you complete the steps, you’ll be able to connect your store with your Omnisend account and access your Omnisend dashboard.

Here’s what we like about the Omnisend registration process

  • It’s quick and easy. There are unnecessary waits and we like that it’s straightforward.
  • We like that it’s possible to create easy-to-remember passwords. No special symbols or uppercase requirements. 
  • It’s nice that you don’t need a credit card to sign up for the free trial as you won’t have to worry about forgetting to unsubscribe before the end of the trial period.

Here’s what we don’t like about the Omnisend registration process

  • While researching for this Omnisend review, we tried to register another business (with its own email address) on Omnisend, we were unable to. It kept saying that we were already logged in even though we weren’t. We contacted customer support and were asked to try again in incognito mode. We’ve got to hand it to the folks over at Omnisend’s customer support. They got back to us quickly enough.
Omnisend registration review
Source: omnisend.com

Omnisend channels, features and integrations

With this marketing automation service, there is quite a lot to talk about. We’ll cover Omnisend’s channels and its more popular features in this part of our Omnisend review. So let’s get on with it, shall we? 

Omnisend Channels

In this part of our Omnisend review, we take a look at its channels. With Omnisend, you can create, promote and manage campaigns, across multiple channels. What’s more, thanks to Omnisend’s handy list building tools, these campaigns can be consistent in their branding, message and timing. Omnisend allows you to do all this from a single dashboard which is not just convenient but saves you the cost of investing in multiple channels. Omnisend channels include:

  • Email
  • SMS
  • Web push notifications
  • Google customer match
  • Facebook custom audiences

Omnisend Features

There is quite a lot that businesses can do for their customer relationship marketing with this feature-rich marketing automation service. This part of our Omnisend review looks at some of its popular features.

Email campaigns

Anyone who has ever had to manage a business’s email marketing knows that running email campaigns can get tedious. Omnisend makes it way less so by providing customisable templates for your emails, automating your email workflows, measuring campaign performance and more.

You’ll need to take the time to create your email sequence though. This includes branding and deciding on what message each email should give the receiver. But once you’ve gotten all of that done, Omnisend takes it from there, ensuring that the right message always gets to the right customer and at the right time too. So all you’ll have to do is sit back and watch your numbers grow.

Drag and drop content editor

With blocks for discount codes and coupons that are automatically synced to your store when you add them to an email.

Campaign optimisation 

The campaign booster feature is a great way to increase your open rates – and ultimately, your sales. We love that this feature is also automated because now you don’t have to resend the emails yourself. With A/B testing you can find out which emails will perform better before sending them to your entire list. This also helps increase your open rates.

Campaign targeting 

Where Omnisend provides a lot of valuable customer data that’ll help you segment your customers for effective messaging.

Popups and forms

Your mailing list is one of your business’s assets and Omnisend knows that. It allows you to add intuitive popups and embeddable forms to your store which it targets at both new and old visitors. You can also create landing pages for your ads. This way, your mailing list grows as you’re able to collect the email addresses and phone numbers of people interested in your offers.

Reporting

Omnisend’s real-time feedback makes it’s easy to keep track of the performance of your campaigns across all channels from your dashboard. 

Omnisend dashboard
Source: shopify.com

Omnisend Integrations

We can't call this an Omnisend review without mentioning its integrations, now, can we? The applications and services that Omnisend integrates with span a wide range of categories. In the e-commerce category, Omnisend integrates with Shopify, Shopify Plus, WooCommerce, BigCommerce, Magento, CV3, 29Next, OpenCart, PrestaShop, Volusion and Under Construction.

Other categories include customer support, email capture, referral programs, onsite engagement, quiz/survey tools and much more. Looking for a particular service? We would love to list them all but that would make our Omnisend review quite long. See if you can find your favourite brands on Omnisend’s partner page.

Here's what we like about Omnisend's features, channels and integrations:

  • Multiple channels make it easy to reach practically all of your store’s visitors and customers whether they’re online or off.
  • The automated syncing of your subscribers with Google and Facebook helps to remove the guesswork from retargeting on Google, Facebook and Instagram.
  • Omnisend is able to capture the contact information of visitors to your website. This means that instead of just numbers, you get actual email addresses and phone numbers of real people who are interested in your offers added to your list.
  • The product picker features allows you to add products directly from your store to the email you’re composing. This pretty neat feature removes the need for adding images and writing (or copying and pasting) descriptions.
  • The workflow automation cuts across all 5 channels so that you can automate your campaigns, whatever channel you choose.

Here’s what we don’t like about Omnisend’s features, channels and integrations

  • It’d be great to have more integrations. It’s possible to use webhooks to integrate it with more platforms  but some tech experience might be needed for that.
  • Even without the need for any coding knowledge, it’s easy to see how it might take some time to get a hang of all of the channels and use them maximally.

Ominisend Pricing                                                           

There's no way our Omnisend review would be complete without talking about its pricing plans. It's no secret that different strategies work for different organizations and Omnisend understands this. Its pricing plans were developed to meet the needs of businesses at all stages. Depending on the scale of your business, can choose from any of its 4 plans to effectively manage your online marketing needs. They include Free, Standard, Pro and Enterprise.

Omnisend pricing
Omnisend Pricing
Source: omnisend.com

Free plan: This plan is available for all users and is automatically activated at the end of the 14-day free trial period. We tested this plan out for our Omnisend review and were pleased to find that it had enough features to help small businesses grow via effective email marketing.

On this plan, you can access the core email marketing features. You'll be able to:

  • Send 2,000 emails per day and 15,000 per month
  • Use up to 3 sign up forms
  • Segment your audience
  • View Clickmaps
  • Receive sales reports
  •  Access mobile-ready email templates
  • Use the drag-and-drop email editor                                                                                          

As you might have noticed, workflow automation, SMS, web push notifications, Facebook and Google retargeting features aren't available on the Free plan.

Standard Plan: At $16 per month, this plan grants you access to everything on the Free plan plus:

  • SMS (global coverage)
  • Marketing and workflow automation
  • A/B testing
  • Customisable pre-built workflows
  • Multiple Users for an account
  • 24/7 live chat support
  • Segmentation (up to 20 segments)
  • Interactive Email account
  • Product picker, Product recommender and more

Pro Plan: At $99/month, you’ll get everything that’s in the Standard plan plus:

  • Free SMS credits
  • Web Push Notifications
  • Audience Sync for Facebook
  • Audience Sync for Google
  • Advanced Reporting
  • Customer Success Manager (from 15K subscribers)
  • Custom domain signature and deliverability
  • Website tracking with data history of 6 months and more

Enterprise plan: This is for marketing teams looking for advanced automation and customization. To get on this plan, you'll need to get on a call with Omnisend for a customised price. It entails features of the Pro plan and: 

  • Unlimited email sending limits
  • Set-up up to 200 segments
  • Advanced Signup form
  • Prefilled SMS credits 
  • Priority support and more

Here's what we like about Omnisend's pricing:

  • For the features it offers, it's a cheaper email marketing service than the major alternatives.
  • The Free plan has enough features to help a small business reach its customers, grow its list and increase sales.

Here's what we don't like about Omnisend's pricing:

  • One has to be on a paid plan to really get the Omnisend experience i.e. access to more channels and the more advanced features.

Omnisend's reviewed pricing

So up until September 13th, 2021, the prices above were current. But by 1:42 PM, we got a mail from Omnisend notifying us of changes to its pricing and we decided to update our Omnisend review with the development.

Omnisend review Omnisends pricing is changing notification mail 600x542 1
Omnisend Review 2021: Why Choose Omnisend For Your Ecommerce Email Marketing - Our Honest Take 7

So what changed? You might wonder.

Well, the most obvious one is that all Omnisend features are now available for every plan. This means that even on the Free plan, you can run SMS and push notification campaigns. What's more, you can now use the workflow automation, templates, A/B testing Facebook and Google sync.

Now, remember how we said that our only problem with Omnisend pricing was that folks on the Free plan didn't get to enjoy Omnsiend's juicer features? Well, problem fixed.

The next most obvious change is that the Enterprise plan is no longer available. Omnisend will automatically move all Enterprise subscribers to the Pro plan.

Another notable change is the price of the Pro plan which went from $99 per month to a generous $59 per month. If this isn't customer feedback implementation at its best, then we don't know what is.

Other changes include the reduction of the number of emails you can send per month. It used to be 15,000 but with Omnisend's new pricing, it's now 500, 6000 and unlimited for the Free, Standard and Pro plans respectively.

Omnisend-review-New-Pricing-Omnisend-www.omnisend
Omnisend New Pricing (Effective Mid-September, 2021)

Our Omnisend review verdict

Thanks to Omnisend's many features, businesses can connect with their customers and earn their loyalty via effective and consistent messaging. To get the most out of an investment in Omnisend, we recommend that you first develop an online marketing strategy. It’s also a good idea to have someone with more than a basic understanding of email and other forms of digital marketing managing your account. 

Large enterprises with a dedicated email marketing unit, on the other hand, can maximise the full potential of this multi-channel platform. What's more, they can do all of that on a relatively smaller budget.

If yours is an SME with an email marketing service provider that works for you, you needn’t make the switch just yet. This is because even though Omnisend delivers on its promise of doing more than just automating email marketing, a small business might struggle with effectively deploying all of its features. 

Thankfully, while writing this omnisend review, we found that Omnisend has a responsive and polite customer support team. You can reach via email for guidance if you believe the platform can work for you.

5 Tools to Create Successful Social Media Videos for Ecommerce

Many businesses and people depend on social media platforms to connect with their friends, families, customers, audience, upload and watch videos, make online purchases, and more. Video content dominates social media platforms like Instagram and Facebook because they are more engaging, attention-grabbing, emotional, and generally more appealing than text or image content. As a result, you need compelling videos to drive audience engagement.

Also, social media platforms are not just for posting content, they can also be a very powerful tool for e-commerce businesses. As a result, you can convert your loyal customers with the right social media videos.

Also, with the right strategy and some basic video making tools, you can create stunning social media videos that drive traffic, generate leads, create audience engagement and generates traffic.

In this blog post, we are going to look at some of the best tools to help you create beautiful videos for your e-commerce marketing campaigns.

Table of Content

Importance of Video Marketing

Therefore for your e-commerce marketing to be effective, you need to incorporate video content in your campaign strategy. Video content like product reviews, live demos, webinars and how-to guides have proved to be more effective than lengthy blog articles without pictures. This type of content will convey more information about your business and products in the most informative way.

The importance of video content will continue to rise mostly because they are more enticing and engaging and as an e-commerce owner it is time for you to leverage the power of video content.

What Is Social Media Video Marketing?

Social media videos
5 Tools to Create Successful Social Media Videos for Ecommerce 13

Video marketing is the process of utilizing videos in your marketing campaign. It is the process of creating and curating video content as a process of marketing or selling goods and services to a particular target audience. Videos keep viewers engaged with your content by using an informative and entertaining format they love watching from start to finish. Video content has proved to be effective because it is simple and easy to digest. It contains the element of words, images, and the beauty of sound in one remarkable marketing material.

Social media marketing on the other hand refers to the process of using social media platforms like Facebook, Instagram and Twitter to market your products and services to your target audience. Therefore, social media video marketing is the process of creating and sharing videos on social media platforms to increase brand awareness, generate traffic and increase revenue. 

Since there is a rapid increase in the active users of social media, it would make sense for your business to take advantage of the opportunity to promote your e-commerce business.  

Your videos need to be informative, educative and entertaining. People will click the play button as long as it resonates with your audience. For this reason, you need social media video marketing to leverage the popularity of social media apps and videos. Video content works well on the following platforms:

  • Facebook
  • Instagram
  • Twitter
  • LinkedIn
  • YouTube
  • TikTok
  • Snapchat

Why you Need to Incorporate A Social Media Video Marketing Strategy

1. Video Builds Trust Between You and Your Audience.

Trust is an essential aspect of every business. Customers will be eager to buy from you if they trust your brand. Videos can help maintain your credibility, establish your authority, and build solid relationships with your clients. To do this you can show what goes on within your company, share testimonials from clients, conduct product reviews as well as how-to guides. You can also conduct interviews and showcase your company's culture.

The above strategies can help create and maintain trust between you and your customers because you appear more transparent and honest when people see the face behind your company.

2. Video Content Converts Viewers into Loyal Customers.

Video content informs, educates, persuades, and also entertains, which is how they help in converting leads into loyal customers. The right video content can help you capture your target market’s attention and make great and lasting impressions.

You can use videos to inform your customers about your products, make announcements, and also show behind-the-scenes footage. When people see a real face behind your business, they will feel more eager to engage with your brand.

3. Mobile Users Engage more with Video Content

The improvements in science and technology over the past years and coupled with the covid-19 pandemic has increased online activity tremendously.

In fact, there are 3.5 billion smartphone users worldwide and 70% of web traffic happens on a mobile device.

The above statistics show that people can now access the internet in their comfort zone and at their own convenient time.

Accessing the internet through your phone is very easy because you can access it whenever and wherever you want. There are billions of people with access to a smartphone and also billions that have access to the internet. 

4. Video Content Works well with Social Media

People are more likely to engage more with video content than read an article on social media like Facebook. Also, social media users are more inclined to give their likes, comments, and shares for video content.

These platforms make it possible for people to like, comment and share videos more than a piece of article. If you want to create leads and convert customers into loyal clients, you need to start churning amazing videos for social media.

8 Social Media Video Marketing Strategies

As an e-commerce business owner, you will realize that your competitors already use social media, and they don’t just post content, they also rely on stunning video content to capture an elusive target market.

If you don’t want your target audience to go for your competitors, you need to begin implementing a social media video marketing strategy for your e-commerce business.

1. Set Goals for Video Marketing

Before starting your video marketing campaign, you need to set some goals you want to achieve in the process. What is the reason you want to do video marketing?

As a small e-commerce business, you can create a few goals so you don’t become overwhelmed. Examples of some video marketing goals would be creating brand awareness, generating traffic, generating new leads. 

For example, some brands use video for advertising. They can start on a product page on their website and then make use of it for a social ad. Others create videos only for social media Ads which is especially useful for direct-to-consumer brands. 

2. Know Your Audience.

The audience/consumer is one of the most important aspects of any online marketing business. Like any other marketing strategy, you need to get your audience right if you want your video content to achieve some of the above-mentioned goals. You need to know your audience to know what type of content to include in your videos. Study how and where they consume their content.  Therefore, you need to know their needs, hobbies, locations, income, interests, etc.

Remember, knowing your ideal customers helps you write touching scripts and select images that appeal to their emotions. When you touch their hearts, they feel more compelled to support your brand. More importantly, they will share, like, and comment on your video uploads, assuring an increase in brand awareness.

3. Decide on Your Platforms

Every major social media platform and beyond has its own form of video format. Facebook and YouTube offer several types of videos while newer ones like Snapchat and TikTok rely heavily on one format.

You need to find out which one works well with your type of video while keeping in mind where your audience is most active. Like I mentioned earlier video works well with Facebook, Instagram, Snapchat and TikTok.

4. Make Your Videos Short and Sharable

One of the main strategies of social media video marketing is to make short and sharable videos. The shorter your videos are, the more likely people are going to engage with them.

Some Basic Social Media Platform Video Strategies and Format

1. Facebook.
  • The most popular videos on Facebook are between 21 and 44 seconds long.
  • Create distinctive content that attracts attention during the first 2-3 seconds.
  • Post simple and easy to digest videos with correct and compelling content.
  • Make it creative and 15 seconds to 1minute maximum.
2. YouTube.
  • Keep videos between 2 to 3 minutes maximum
  • Always have a call to action at the end of your videos to guide viewers on what to do.
  • Because the majority of Youtube users are on mobile it is best to stick to 30 minutes or less. 
  • Make use of a custom thumbnail because this is what people see when they search for videos
3. Instagram
  • Always take note of IG’s 60-second time limit on the feed because it will cut off, while IG stories have a 15-second cutoff.
  • Put the most important information first so that your viewers would have heard what matters. 
  • Make use of the IG Loop, which continually plays your videos until the users scroll down, to create seamless clips that keep viewers engaged.
  • Keep videos up to 30 seconds
4. Twitter
  • Make an impact right from the start so that your audience gets most of your information
  • Make sure you use quality captions that keep viewers interested.
  • Limit videos around 45 seconds or shorter as this is mostly a text-based platform.
5. Tik Tok
  • Limit videos to 15 seconds.
  • Longer videos that are up to 60 seconds must be four 15-second clips which can be recorded natively on the app.
  • Use compelling captions

5. Make Your Videos Eye-Catching

One of the main strategies of video marketing is to make your videos short. Make sure the first few seconds of your videos count. Take your time and make sure your video is high quality, rich in content and appealing to the eye.

6. Include a Share Button or Call to Action

People will not take action if you don't tell them what to do. That's why it is important to include a call to action in your video content. If you are looking to sell a product or drive traffic to your website tell them how to do it. If your goal is for your viewers to interact with your brand in any way, ask them to.

7. Optimize Your Video Content

Optimizing your videos, especially those making use of the YouTube channels can make your videos rank high. Make sure you include the right keywords, title, captions and alt text in your videos. Don’t neglect the SEO aspects of your videos! 

8. Let Your Video Tell Stories

Make sure you plan out and order your content so that it tells a compelling story. Video content should evoke emotions to move your audience to take certain actions. This way, your audience will want to find out more and will be more likely to return to watch your videos again.

Tools for Creating Amazing Videos for E-commerce.

1. Adobe Spark

Social media videos
5 Tools to Create Successful Social Media Videos for Ecommerce 14

Adobe Spark is a software that allows both web and mobile users to easily create, customize, share videos and other visual content. This cross-platform video-making tool also comes with a professionally designed template for making stunning videos and graphics.

Key Features

  • Access to multiple themes, fonts, and images
  • Ready-made customizable templates
  • It removes watermark from your videos

Pros

  • It is user friendly and easy to operate
  • Easy collaboration
  • Supports 24/7 customer support
  • You have a wide range  of images, icons, and templates

Pricing

  • Starter Plan: Free
  • Team Plan: Approximately $18 per month
  • Individual Plan: Approximately $9 per month

2.Filmora

Social media videos
5 Tools to Create Successful Social Media Videos for Ecommerce 15

Filmora is another video editing software for beginners which comes with different styles, effects, and customization. Also, the software makes it easy for people who want to make and edit quick videos.

Features

  • It has a split-screen with advanced text editing plus a scene detection and video stabilization feature.
  • Tilt-shift, Mosaic (blurriness), colour grading presets, audio equalizer, and 4K resolution editing support.
  • Layer multiple video clips, GIF support, Noise removal, Audio mixer, Screen Recording, and Audio separation.
  • It can create an awesome background with Chroma key, frame by frame preview, speed control, social import, and many more.

Pricing

  • Monthly subscription ($7.99 per month).
  • Annual subscription ($39.99 per month).
  • Lifetime subscription ($59.99 per month).

3. VivaVideo

VivaVideo mod apk
5 Tools to Create Successful Social Media Videos for Ecommerce 16

VivaVideo is a professional video editing app that allows users to personalize, style, and publish content. Apart from that, it has different tools for merging, trimming, reverse, speed control, and splitting.

This allows you to transform your clips and photos into artistic movies. It also comes with several options for filters, music, texts, transitions, themes, and stickers. It has a storyboard style wherein a user can load, edit, and trim clips.

Pros

  • In-app camera with live effects previews, and various modes for capturing videos
  • More than 60 effects to choose from with additional downloadable effects
  • Enhance videos using themes
  • Merge videos and create montages with storyboarding features
  • Edit frames within a video
  • Social media integration

4. Animaker

animaker
5 Tools to Create Successful Social Media Videos for Ecommerce 17

Animaker is a type of video software that is good for creating animated videos, which also helps you create awesome pro-level animated videos with visual elements, background music, and custom characters.

The software comes with an in-app messenger, multi-user collaboration, Animaker whiteboard videos and infographics maker.

Advantage

  • It has pre-designed templates
  • Option to create vertical videos
  • Access to icons, charts, maps, and more
  • Custom font support

Pricing

It has a free plan, alongside a starter plan that goes for$19 per month and a business of  $39 per month.

5. Moovly

Moovly is a software that enables its users to create promo videos, explainer videos, training videos, and tutorials easily with their customizable templates. Also, it comes with a video making tool that has multiple types of templates for business, personal, and educational videos.

Moovly provides access to free footage, sounds and images with subtitle options along with a friendly mobile user app, video automation option, custom colours and fonts and colour removal.

It has a free plan, along with a pro plan that goes for $49 per month and a Max Plan for $99 per month.

5 Types of Ecommerce Videos

1. About us videos.

An about us tell your clients what your brand is all about. This type of video gives your audience an idea about your company's culture, goals, behind the scene stories, etc.

If you want to reach out to your target audience, you need to tell your brand’s unique story by showing your customers what your brand has that your competitors don't. You can do a Behind the scene, employee close-ups, product manufacturing clips and client testimonials.

2. Promotional Videos

Promotional videos are used to promote products, services and events. It can be used to reach out to your customers about an ongoing sale or special offer, discount, giveaways or a brand new product. Promotional videos help in showing how a product works and how it will help your audience solve their problems. They are often short and tend to grab the audience's attention. Make sure you add the necessary call to action to the video. 

3. Explainer Videos

An explainer video provides explanations about your company, products or services. It introduces your company and the type of services you provide. They can also showcase a particular product, how to use it, and why people need to get it. It allows you to relay information to your customers quickly and conveniently by providing them with all the information they need about the buying process. As a result, your audience can understand what your brand is all about, 

You can place an explainer video on a landing page, homepage and product page. 

4. How-To Videos

This type of video provides your audience with instructions on how to do something related to your particular industry. It establishes you as an authority and an industry thought leader. It involves you as an industry expert teaching other people about a niche-related topic.

5. Testimonials 

People are more likely to buy from you when they hear positive feedback about your company from other customers. This type of video is one of the most effective kinds of videos to drive purchase. People often trust the word that comes out from people's mouths. Just imagine what a video testimonial can do for your business.

Conclusion

Although the above list of tools is not the only application you can use to create videos for your e-commerce business, you can also do your own research to know the best tool that will work for your e-commerce business.

Email attachment: The Best Practice

Email attachments refer to the process of sending files and documents via email to a recipient. Email attachments can be sent to friends, families, colleagues, schools, and business organizations.

There's a misconception that email attachment is all about sending files in your email. While this is what it's mainly about, that doesn't come close enough to covering what it's actually about in the complete sense i.e. Email attachments go beyond that especially when you are sending a professional email.

When sending an attachment via email, there are some rules and guidelines that need to be followed.

If not, your email might get bounced or create an unnecessary nuisance in the inbox of the recipient. This may get your emails ignored and if that happens it might be detrimental to your career or the project at hand.

In this blog post, we will take you through some guidelines on how to go about sending email attachments.

Email attachment
Email attachment: The Best Practice 23

What is an Email Attachment?

Email attachments are files that are attached to the email message thereby increasing the potential value or benefit of that message to the recipient. These may be files of different formats, sizes, and contents. 

Attachment can be in text files, documents, spreadsheets, and PDF form.

Email attachment is entirely dependent on the project at hand, the message you're conveying and who the recipient is to you.

When you are sending a casual attachment to friends and family you don’t need to put too much emphasis on the type of files you’re attaching.

However, when sending email attachments to your boss, business clients, or the head of a college, you need to think a bit more about how to best present the information you are about to send.

Guidelines for Sending Email Attachment

icon 2488093 640 2
Email attachment: The Best Practice 24

Consider the File Format

I mentioned earlier that there are different types of file formats like PDF, spreadsheet, text files, etc.

You have to consider the best format that is widely used and accepted as a form of the email attachment.

For example, PDF (portable document format) is the most used of all forms of file format.

It can be accessed by almost everyone with a digital device. It is one of the most acceptable forms of sharing information between coworkers.

Use PDFs format when you are sending a message to an email distribution list or a large group for easy assessment.

links two
Email attachment: The Best Practice 25

Use a Link When Necessary

When sending a professional email you should consider uploading a link that contains the information you would like to attach to your email rather than attaching a file.

This is because some attachments come in different formats and some require some third-party applications to view them. Your recipients may not have this application and therefore may not be able to access said files.

If you know the information you want to share is available on a particular website, then you can upload the link.

When they click on the link it would redirect them to the webpage where they can access the information you need them to get.

How to write emails with attachments.

Avoid Sending Large Email Attachments

When you attach a file to an email it is best to stick to the smallest size possible. This is because email servers and clients have a sending limit.

Gmail has a limit of 25MB while Outlook.com has a limit of 10 MB. Files can also be compressed to zip form before sending it to the recipient as this can reduce the size. Not only that, if you're sending multiple files or folders, sending a zip file is the most acceptable route.

Although there is no limit on the amount of data that can be attached to an email.

It is best advised to reduce the size of your files to the smallest size possible. 

For example, a University might request your credentials like your resume or test scores.  

Instead of sending them one after the other you can compress them into one single PDF form before sending.

Reducing the attachment size of your email can increase the deliverability of your message and enable easy downloads of those files.

Ask First Before Sending an Attachment

Unless specified by the individual or organization always inquire from the other party before adding an attachment.

Be sure to send it at that appropriate time stipulated by the organization.

Always make sure your attachment is sent during business hours especially if the attachment is business-oriented.

Always Address the Included Attachments

When sending a professional email and you are going to include an attachment, it is best to address it in the body of the email.

You can also state the format you are sending so the recipient would know the type of file you have sent.

Something like “below is a copy of my C.V” or here is an attachment of my academic transcript” would do.

Make sure you let the recipient knows you are going to include an attachment. This shows a lot of professionalism on your part.

Never attach a file without mentioning it in the body of your email to avoid it not getting opened or skipped.

Another thing to note is to make sure you name the file you are sending.

You can use your surname and the first name followed by the name of the file you are sending.

For example Olagoke Opeyemi official transcript” would do.

Conclusion

Writing an email with an attachment is an inevitability if you send a lot of emails. This article covers everything about sending emails with attachment. From the dos and don'ts to the most acceptable email files.

Email Replies: 5 Best Hacks on how to Start Getting Them Every Time

Getting prompt email replies has been a life-long dilemma associated with emailing. Emails are the go-to mode of communication for every business person. And as such, the importance of emails cannot be overstated.

Whenever an email is sent, a response is expected from the recipient. If a response is not received, the purpose of sending the email is ultimately defeated.

As a business person, you might have concerns from time to time about the effectiveness of the emails you send. Although those concerns can be initially vague, they become more straightforward when you remember that every email is intended to achieve a result. The result depends on the theme of the project. Emails are sent to request information, communicate vital information to clients and co-workers, apply for contracts, and more. The purposes for emails are as varied as the business operations of the companies that send them.

While emails do not (and ideally, should not be expected to) have the same outcomes, getting email replies every time has some benefits.

Benefits of Getting Email Replies Every Time

There is an assuring aura around getting prompt email replies. It can give you a feeling of effectiveness, which can significantly boost your morale. And when your enthusiasm is raised, your co-workers also feel it. The work pace is fast, and business goals are more quickly met.

Notably and interestingly, you can consider prompt email replies as a metric for influence and productivity. Granted, what another person chooses to do (replying or not replying to your emails is one of those choices) is mostly beyond your control. However, you can take advantage of some hacks to increase your chances of getting prompt email replies. 

email replies
Illustration of envelope

How to get Email Replies Every Time

Businesses and individuals you communicate with via email receive tons of emails every day. As a result, the odds of you getting email replies are low. This reality is why you should strive to make your emails stand out. You can do so precisely with the following:

1. Directly Ask for a Response

If you want your emails to be replied to promptly, then state them in your email. Do it directly and assertively. This may seem just an easy method out, but it's one of the most effective methods of getting prompt email replies. There are many ways to go about this. However, the most popular is specifically including RESPONSE NEEDED in the subject line. This addition can help to create a sense of urgency in your recipient. Immediately they see it; they automatically get triggered to reply as soon as they can. What makes this method most effective is it states translates your request to the recipient without them having to decipher t for themselves.

2. Make the Recipient Feel at Home

The logic to this is that making your email's potential recipient as comfortable as possible makes them more inclined to reply. Several studies have revealed that emails written in more straightforward, less-flowery words tend to be more often replied to than those that are not. This tip makes sense: if your recipient needs to look up words or is generally made uncomfortable with your style, he might be pissed. The consequence of that will be an unreplied email.

We advise a third-grade language. It is the most effective. A recent study by the email productivity company, Boomerang, found that emails written in third-grade language have a whopping 36% advantage in response rate over those written in a college-level language.

3. Start with a Clear Request

While you should directly ask for a response to your email right from its beginning and use words that the potential recipient will be comfortable reading, you still should not relegate the importance of clarity. You can attempt to trip the recipient with your direct request for a response and be down-to-earth in your communication with them, but if they cannot understand your email's theme or core message, they might still not be encouraged to reply at all.

A way to circumvent that is to Start with your request. Make it clear in such a way that they would not have to ask further questions. That way, you will be getting email replies right away. Do you want them to send a document regarding a shared business operation? Would you like to have lunch with them by 2 to discuss it? State this clearly.

4. Strive to Evoke Positive Emotions

A vital knowledge piece in copywriting: as humans, we base our consumer decisions on emotion and then rationalize them with logic. By and large, emotions are still the underlying factor for the goods and services we buy and our choices.

Imagine you had a terrible experience with a staffer of another company, and you want to complain to the customer support service. Of course, you can say (and maybe rightly so), “Mr. XXX is a completely obnoxious man…” This would not be very respectful and could go without getting any reply. However, framing your complaint as “I had a disappointing experience with Mr. XXX on October 15th. I do not know what the reason was, but I really wish he had treated me better…” This will even more easily fetch you an apology! This is an example of how to use your words to translate your emotions to get prompt responses.

5. Keep it Simple and Short

Finally, if you want to improve your emails’ response rate, start making them simpler and shorter. Studies have indicated that keeping emails short and straightforward has a magical effect on their response rate. The response rate is most optimal for emails between just 50 and 125 words. So, cut out all unnecessary details and go straight to the point of your email to get more email replies.

Conclusion

There you have five hacks that you should adopt to boost your chances of getting email replies.

  • Do not hesitate to ask for a response directly.
  • Make the recipient feel comfortable with your email.
  • Start with your request and make it as clear as you can.
  • Strive to evoke positive emotions even if the email is a complaint.
  • Keep it short and straightforward.

Despite their ostensible simplicity, those tips are highly practical. In fact, it is estimated that they help to reduce response time by half. It does not matter whether it is a product recommendation email or an introduction email to land your dream job that you are writing or you just want to ask for a salary raise for your teammates via email, what is important is that with the guide here, you can get email replies every time.

Hootsuite 2021 Review: Dashboard, Pricing, Analytics, Free Plan and More

If you’re a social media manager, you’re effectively wearing the hat of a content creator, content writer, copywriter, media strategist, crisis management specialist and more. You’re definitely a Jack of many trades and an expected master of all. Otherwise, you wouldn’t be so good at what you do. And thanks to social media management tools like Hootsuite, getting your job done is a lot easier. 

What is Hootsuite?

Hootsuite is a social media management application that covers nearly every part of the job of a social media manager. It’s loaded with features that amplify your social media managing mojo, helping you complete tasks smoothly and seamlessly. 

From your Hootsuite dashboard, you’re able to do anything from curating material that’s both interesting and relevant to the brand you’re representing to scheduling articles, managing team members and calculating return on investment on promotional efforts. 

Hootsuite social media management and marketing app
Source: Hootsuite.com

A Run-through Our Hootsuite Review

Hootsuite is a complete toolkit you need if you're monitoring your brand's or business's social media performance. At the heart of the app's functionality, is the stream. It's an arrangement of vertical columns or feeds that show you what's happening in specific aspects of your social accounts. You can add multiple streams to your Hootsuite dashboard.

Hootsuite dashboard showing streams
Source: Hootsuite.com

While it's true that some social media platforms provide insights on the performance of organic and paid posts, Hootsuite brings all that information, from different accounts, together in one dashboard. So that at one glance, you can tell what's happening on at least three different social accounts. This comes in very handy if you're managing multiple accounts.

In addition to the major social networks, Hootsuite also integrates with Google Plus, Blogger, Disqus, Channelview and over 140 other apps. This means that the usefulness of Hootsuite is nearly limitless.

While the functionality of the Hootsuite dashboard might remind one of a mission control monitor, it does have its downsides; one of which is the learning curve that you might have to go through before finally getting a hang of how it works. But when you do, it's worth it.

How to Use Hootsuite

We’ll start by listing out the social media platforms that Hootsuite supports or integrates with. They include:

  • Facebook
  • Instagram
  • Twitter
  • YouTube
  • LinkedIn
  • Pinterest

Scheduling and Publishing Social Media Posts

Hootsuite Publish Screenshot
Source: Hootsuite.com

You don’t need to be a genius to figure out that it’s important to post on social media at the right times. If you put out a tweet when your target audience isn't online, the chances of them receiving your messages are slim. On the other hand, if you tweet, say, 15 things at once, you'll most likely swamp people's news feeds and because nobody likes to feel like they’re being spammed, you could lose followers quickly.

Timing is very important when it comes to putting out content on social media. Using a tool that helps you determine the optimal times for your posts is the best way to go about timing them correctly.

Scheduling posts is a great way to maintain consistency in your social media interactions. And many algorithms reward consistency by putting your organic posts in front of more people. So this is one hack you want to take advantage of if you're a new brand or business without a huge ad budget.

It's a straightforward process with Hootsuite. Simply go to your Hootsuite dashboard, select which accounts you'd like to post from, enter the text and any relevant media, and then click “Schedule for later.”

Social Media Monitoring

This is the process of ascertaining or finding out what is being said about a company, individual, or product via various social and internet channels. It’s about gathering as much data and information as possible, keeping track of what people are saying about you on social media. It also involves keeping track of what you've already accomplished and what's going on in your industry's social sphere.

If your business is going to go anywhere near the top, building a strong social media presence is something you must consider. Hootsuite makes it easy to do all of this. Just add a stream in your Hootsuite dashboard and you’ll be able to keep tabs on conversations about your company, industry, and products. You can track all these based on keywords, hashtags, locations, and even specific users. 

And just in case you’re wondering, “What’s a Hootsuite stream?” It’s a feed that shows content from your connected social profiles. You can add up to 10 streams and use them to monitor activity across all of your accounts and interact with your audience. Streams can show your own posts as well as the amount of engagement they're getting.

For instance, you can set up a stream for your mentions or tags, another for your feed, timeline or homepage and yet another for your scheduled posts. And you can set these streams for all your linked social accounts and manage them from your Hootsuite dashboard. 

Social Media Analytics

Hootsuite AnalyzeTeam Screenshot
Source: Hootsuite.com

Hootsuite’s Analytics comes with a lot of built-in features that can be used to track the general performance of your social media efforts across numerous platforms. On Facebook, Twitter, LinkedIn and Instagram, analytics keeps track of organic, owned, and earned data. 

If you’re on the Enterprise plan (more about Hootsuite plans and pricing later), you can also track indicators of customer service performance like average response times and interaction volume.

Types of Data You Can Get with Hootsuite’s Analytics

The type of analytical information you can access with Hootsuite’s Analytics is super dependant on the plan that you’re on. Bearing that in mind, from your Hootsuite dashboard, you may access any of the following:

Quick views: This lets you see the general performance of your post and team. It also suggests the best time to publish your posts. And if you have the Amplify feature in use, it’ll help you see how your company’s employees are engaging with a post in a single glance. 

Thanks to the Post Performance feature, your published content is displayed once it has been performed, along with an overview of how it was received by your audience. 

With Team performance, results for critical parameters including team productivity, reaction time and resolution time are displayed. And based on the performance of your previous post(s), the Best Time to Publish feature provides recommendations for the best days and times to publish on social media that are customised to suit your business. 

The Amplify Leaderboard displays engagement numbers for your Amplify posts as well as a leaderboard that allows you to compare your results to those of others in your company.

Impact:  Analytics allows you to track the results of your efforts on social media and the return on investment it’s bringing. You can see the outcomes for all of your organic, paid and dark social media posts and focus your resources on the activities that get you the most results, the ones your audience enjoys or responds to the most.

My Reports: Create reports that are personalized and shared for your company. For Facebook, Instagram, LinkedIn and Twitter, you can get a mix of overview reports and customisable reports. It all depends on how ready you are to take advantage of user-generated data and how much you’re willing to invest in it.

Apps – Analyze engagement and content with the powerful Unmetric Twitter stats

Hootsuite Plans and Pricing

Like most SaaS products, Hootsuite charges users on a per month basis. However, these charges are billed annually. That said, there are five Hootsuite plans – one free and four paid plans – for you to choose from. 

screencapture hootsuite plans upgrade 2021 08 03 07 07 54 edit
Source: Hootsuite.com
  • Free: This might be a limited version of the app but for small businesses, it’s a great place to start. It allows you to add and manage 2 of any of the social media accounts that Hootsuite supports. You’ll be able to schedule up to 5 posts for each account and integrate any number of apps you like from Hootsuite’s app directory.
  • The Professional plan is the least expensive of all 4 paid plans. At $19 per month, you can add and manage 10 social media accounts, enjoy unlimited post scheduling functionality and analytics reports across all 10 social accounts. On the downside, you can only add one user and the amount you can spend on ads (boosting posts) is limited to $500/month. 
  • With the Team plan, you’ll be charged $99 per month for access to add 20 social media accounts, 3 users and manage team members. You’ll also be able to suspend posts that you’ve scheduled (you can’t do that on the free or professional plans), enjoy a $2000/month ad spend limit and get analytics reports that can be customised to best serve your business’s purposes.
  • When you upgrade to the Business plan, you get everything that comes with the Team plan plus 35 social accounts and the ability to add up to 15 users. You’ll also get access to premium apps, ROI reporting and social listening service via add-ons, $5000/month ad spend limit. You get all of these and more for a whopping $599/month.
  • And the biggest of them all, the Enterprise plan. There’s practically no limit to what you can do, social media management wise, with this plan. You can add more than 50 social media accounts and an unlimited number of users. Needless to say, in addition to all the VIP extras that come with this plan, you also get all of the functionalities of the other plans. Payment for this plan is also customised based on your business' needs.

About Hootsuite

Ryan H

Hootsuite is the result of the innovative mind of Ryan Holmes, founder and former Chief Executive Officer of Hootsuite. He first launched the software in 2008 as a freemium product that would manage the social media aspect of his clients’ businesses at Invoke (Ryan’s digital media agency where Hootsuite was born). The product was so effective and successful that it attracted $1.9 million in an earlier Series A funding and became a separate business. 

Today, Hootsuite has grown not just in functionality but in popularity as well. It’s a leading social media management company that has gained the trust of millions of customers worldwide and a pretty large chunk of the Fortune 1000 market.

6 Essential Ingredients for a Customer Service Call Script

A customer service call script is easily the most essential tool for a customer service agent. The importance of excellent Customer Service to an organisation cannot be overemphasized. Sometimes, a company is as successful as its Customer service team. The Customer Service Team must be proficient enough to be able to keep customers loyal to an organisation.

In a survey by NIC Systems, about 90% of respondents preferred to speak to a customer service agent over the phone rather than walk into the company to fix the situation. That is a whopping 9 persons out of every 10. This means more organisations should be hiring live agents to handle their customer service section, but not only that, these employees must be well trained on how to speak to various calibres of clients over the phone. Why? Simply because a telephone conversation cannot be rehearsed, different customers will likely have various reasons for calling.

In this post, we have put together essential ingredients for a call script that any customer service agent must know to excel in his or her role while on a call with a client, and here they are:

call script
6 Essential Ingredients for a Customer Service Call Script 35

Essential Ingredients for a Customer Service Script Call

  1. Follow previous call records

Have you ever heard the “please note that your call may be recorded for training and quality assurance purposes” when you call the customer service line of an organisation? If yes, this is what it is used for. The company records telephone conversations to keep a tab on employee performance and use the recorded call as training material for recruits as they require a proper understanding of how to handle calls with customers with those needs.

What’s more, some clients may be rude and overbearing and every customer service personnel must know how to calm such customers and equally provide the necessary solution to the problem at hand. In general, recorded calls are used to produce better call scripts as the supervisor may pick on few recorded calls to listen from time to time and admonish the agent that handled the call.

Furthermore, recorded calls help organisations to produce conversational call scripts rather than memorised or rehearsed ones.

  1. Encourage Positive responses

When writing a call script, you can start with basic details such as name, date of birth, last transaction etc. Doing this helps an aggrieved customer relax for few minutes before bursting out whatever may be agitating him/her, moreover when people are allowed to affirm statements, it gives them a positive outlook.

Hence, when a customer calls and you got all their details right, you would have succeeded in allowing some time for a ‘cool off’, enabling you to carry out your task more calmly and professionally, instead of repeatedly saying ‘we apologise for every inconvenience caused’.

call script
6 Essential Ingredients for a Customer Service Call Script 36
  1. Be straightforward and concise

When a customer calls to resolve an issue, the best way to answer is to be straightforward and concise while being polite. When a call script is too long, it wears a customer out, since you are not a friend or business partner with whom the client intends to have a chit-chat. Moreso, a complex call may result in the client continuously saying, ‘sorry I don’t get you’, and before you know it, the call is cut off. To keep your scripts short and straightforward, revise it from time to time to ensure that only relevant issues are included and that it is as clear as possible.

  1. Let your call Script be customer-centric

Your scripts should be designed in such a way that there is enough space for the client to respond so that it is not a monologue where only the customer service agent speaks. when this is applied, you find out that your clients respond and are then willing to listen to you after they must have spoken. On the other hand, if the customer service agent continues to speak for so long without the customer being allowed to air his mind as soon as the call is picked, it will create more and more unhappy clients.

When customers call, they are also anxious to speak first that they often miss the basic greeting, hence, it is most important to allow customers to speak and explain what the issue is, while the customer service personnel reiterates his understanding of what was just explained.

Your Script should accommodate a way for service agents to repeat to the customer what the issue is, to ensure that the customer’s issue was gotten correctly so that the right solution is not proffered to the wrong issue.

  1. Be flexible

As earlier said, no matter the amount of training given via recorded calls, there will always be something a customer service agent needs to improve upon. In this regard, always review your script and make changes as appropriate. Use new requests and concerns received to update your call script.

Your call script should be very flexible, one that is adaptable and not so rigid. It shouldn't be distorted just because a line was added. To this end, each agent must be able to handle ‘out of the blue’ questions and answers, which will be based largely on his or her knowledge of the company’s products and policies, among others.

  1. Call scripts must be solution-orientated

Apologies are good but not usually enough to placate an aggrieved customer. Rather, include in your call script, phrases such as ‘I will get on that right away and give you a callback or an email once it's fixed. Customers want to know that you are working on fixing their issue immediately.

When your script is designed this way, a call that may have started on a negative note will end up positively. A further step to take is to empower the agent to solve the issue on their own, in the instance that there was no need for a call, however, when doing this, it must be done reasonably.

For better understanding, here’s an example

Hello there,  thank you for calling (name of company). 

My name is (name of agent). 

I’d like to let you know that this call may be recorded for quality assurance and training purposes. How may I be of help to you today?  

……………..Customer speaks…………… 

As soon as the issue is resolved, the agent will ask if there is any other thing the customer would like to be assisted with, if nothing, say thank you for calling and close the call politely.  

For example,  

Is there anything else that I can help you with?  

Wait for response  

We hope that you are satisfied with our service, it was nice speaking with you and we look forward to working with you in futureHave a wonderful day ahead.

Summary

When call scripting is done correctly, it’s often a fantastic tool for clear and consistent communication between Customer Service personnel and a customer. For inbound and outbound calls, a great call script can add the expected touch of professionalism to your somewhat boring daily service calls.

7 Examples of Replies to Customer Complaints Email

Customer complaints are an important part of your business, especially when running an e-commerce store like Amazon or eBay that deals mostly with products. No matter how great your product or service is, or how effective your customer service might be, customer complaints are inevitable.

Having a customer that brings his or her issue to your attention is a good thing for your business.

Customer complaints or feedback can improve your business and the output of your customer service team in the long run.

Increasing customer satisfaction is one of the fundamental goals of any business organization, and how your customer service team responds to those complaints is what would determine whether you would retain a customer or send him or her out packing.

Therefore, the way you respond to your customer complaints can go a long way in building trust and loyalty between you and your customers.

In this blog post, we will discuss 7 examples of how to respond to customer complaints. First, let's discuss some important tips.

Basic Tips on How to Respond to Customer Complaints

image describing customer service replying to customer complaints
7 Examples of Replies to Customer Complaints Email 41

When responding to a customer complaint, you need to take note of the following.

  1. Make sure you respond specifically to the issues brought up by the customer.
  2. Provide a specific apology that acknowledges any mistakes on your end.
  3. Mention what you will do or you have already done to solve that problem. 
  4. State how you will improve your products or services for the betterment of the customer’s experience in the future.

7 Email Templates to Respond to Customer Complaints

1. Acknowledging Customer Complaint Email

When your customer lodges a complaint through your communication platforms like emails, social media platforms, etc, it's important to let them know that you have received their email and you would get back to them with the appropriate response. Also, state when you would be able to get back to them. This is to assure your customers that you care about them and you want them to have the best your organization can offer.

Example of Acknowledging Customer Complaint Template 

Dear Sam,

Thank you for contacting Queen Industries by email. Note that we take our customer’s satisfaction seriously and we are glad to hear from you.

This email is to let you know that we received your message and we will get back to you with a response as soon as possible.

Please be advised that our response time can take up to 8 hours due to our large customer base.

During working hours we do our best to reply as quickly as possible and on weekends, our response time can take a little bit longer due to our limited staff on weekends.

For any questions or further assistance, please reply to this message or call us at +17856778910, or visit queenindustry.com.

Kind Regards,

Oladimeji Charles.

Customer service director.

delayed order
7 Examples of Replies to Customer Complaints Email 42

2. Email Complaint Response to a Customer Who has Delayed an Order

This is one of the most common and frustrating issues that come up now and then in the customer care department of any organization.

A customer may sound angry and disappointed because of a delay in receiving his or her product. Of course, the customer has the right to be disappointed or angry.

The best option is to apologize for any inconvenience and propose a solution to solve the problem. This is also the best time to reassure your customer that you are doing everything in your power to make sure they receive their purchase in good time.

Example of Product Delayed/Not Received Template.

Dear Jason,

Thanks for taking the time to notify us at Queen industries about your product not being delivered/ or being delayed.

We are so sorry for the inconvenience and we understand how frustrating this might have been for you.

However, I have tracked your package via DHL, and it’s currently listed as “out for delivery”.

If you’d like to keep track of your package’s status, you can visit this link www.dhltracking syetem.com. 

As a result of being one of our loyal customers for the past few years we are offering you 50% off your next purchase at queen industry.

However, if you fail to receive your package by the due date and time please contact me directly by replying to this message, or you can call me directly at +13412345778.

Once again, I sincerely apologize for the inconvenience.

Warm Regards,

Oladimeji Charles,

Customer Service Representative

wrong order s
7 Examples of Replies to Customer Complaints Email 43

3. The Customer Received Wrong Product

Imagine you have been anticipating a particular order like the new Sony PS5 and you can't wait to play it and upon arrival, you open it and discover it is a DVD player.

It can be frustrating and annoying right? 

In most cases, the customer might order a refund or the right product they ordered in the first place.

Regardless, you still have to send them an email apologizing and offering them the best solution to their problem

Example of Email Template Addressing a Customer that Received a Wrong Order

The example below assumes that the customer wants the right product they ordered.

Dear Vanessa,

Thank you for notifying us at Buy More about the wrong item you received from us. We are sorry for any inconvenience this might have caused you.

As I write to you, our logistics department is working on your correct order which should arrive tomorrow evening via DHL with the tracking number 10024 for you to track it.

In the meantime, we would like to request that you return the wrong product in the original shipping box using the attached shipping label and instructions within the next 7 days.

Once again, I sincerely apologize for the inconvenience.

Sincerely,

Oladimeji Charles

Customer Care director.
angry customer
7 Examples of Replies to Customer Complaints Email 44

4. Responding to Angry Customer Complaints

As a business owner, there are many times you would have to deal with a dissatisfied or an angry customer.

Not everyone would be satisfied with your product or services, so you should expect this as a business owner.

However, the way you respond and deal with the said angry customer matters a lot to your business. It can determine whether you will convert a dissatisfied customer into a loyal one or send them to your competitors.

When dealing with this kind of situation make sure to respect the organization's policies, ethics, and values.

The template below assumes that a customer is dissatisfied with the product and service experience of the organization

Example of Email Template for Responding to an Angry Customer Complaint

Dear Kyle,

Thank you for taking the time to bring to our attention the difficulties you have been experiencing with our product and services

We apologize that our services and product have not been up to your expectations and we are sorry for any inconvenience this might have caused you or your business.

At Gillard’s farm, customer satisfaction is our top priority, and it is our desire to see that customers are satisfied with our business at all levels and find the best possible way to fix any problem they might encounter.

Note that we are working on a solution and would inform you of the methods we have adopted to solve this particular issue and make sure they don’t occur in the future.

My deepest apologies for any inconvenience we have caused you. Our goal is to keep you as one of our valued customer and we hope to serve you better.

In compensation for this, we would give you a $100 gift card to purchase any of our products. Please let us know if you have any additional questions, concerns, or comments.

Sincerely,

Oladimeji Charles

Customer Service Director

5. Addressing Technical Complaints

You should expect to handle email complaints about technical issues if you work in companies like cable service providers, telecommunication networks, internet T.V like Netflix, etc. In fact, email complaints about technical issues apply to all businesses especially if your business is online and people have to make payments, shop, and buy things from your website or store.

Your customers might experience some technical issues that would demand your engineers to look into.

One common issue in billing – when your customer complains about billing them wrongly or charging more than what they bought from your store.

Billing errors, especially when they involve high currencies can make your customers angry and frustrated and can lead to a lack of trust.

In this kind of situation, it is advisable to be apologetic and offer an immediate solution to the problem. Also, assure them of the steps you would take to prevent this kind of issue from occurring in the future.

Example of an Email Response to a Customer with a Billing Issue

Dear John,

Thank you for bringing the billing error to our attention and we sincerely apologize for the inconveniences you might have encountered.

Note that we have processed and issued you the amount overcharged during your last purchase.

We have also adjusted the recurring billing amount to the original amount you should be billed per your purchase.

In addition to this, we would like to compensate you with a discount and a product trial on your next purchase.

Once again we apologize for the inconvenience and we look forward to serving you better in the future.

Sincerely,

Oladimeji Charles

Head of Customer Service.

6. Responding to Product Return Email Complaint

In business, especially ecommerce business, there are times that the customer might want to return the items they have purchased.

It could range from an oversize shoe to a computer that does not meet the customers specification.

In this case, the customer wants to send the product back to your company and ask for a refund.

In this situation, you can express your disappointment about how the product didn't meet their expectations and present them with the options available in regards to this situation. In most cases, this can be whether to refund the money or to exchange it with another item that fits the same price range of the product that was sent to you.

Example of a Product Return Email Template.

Dear Joseph,

We are so sorry that our product didn’t meet your expectations. However, we are grateful for your feedback. Your feedback will help us improve our offering.

As requested, we have processed the return of the product you purchased from us. Please note that we have attached to this email a shipping label you can print and attach to the said item to enable you to ship it to us free of charge.

Repackage the item into the shipping box it came with and attach the shipping label you have printed and take it to the nearest courier center.

Once we have received the goods, we would issue you a refund within 7 days.

Once again we apologize for any inconvenience caused by this and we look forward to your continued patronage in the future.

Sincerely,

Jason Teague .

Customer service representative

Queen Industry.

7. Responding to a Customer Asking About the Price of Your Product/Service

If you own an eCommerce business or any online business like Amazon where people call or email to know more about your product and services, responding to questions about the price of your products or services is inevitable.

In this type of email, you need to give the customer enough information about the product or services they asked for. Make sure you are clear and concise and straight to the point without overwhelming them with unnecessary information they did not ask for.

Example of Email for Responding to a Customer Asking About Your Product or Service

Dear Jane,

Thank you for your interest in our “How to build a WordPress-based website “at Sparkconect solutions.

We have three individual classes – beginner, intermediate, and professional classes. Depending on your skill level, you need to choose a class to start with.

The beginner class costs 30 dollars while the intermediate costs 50 dollars and the professional class costs 100 dollars.

However, there is a 50% discount for the first 10 people that register for any of the classes. Also, if you enroll for all the classes you would get a higher discount.

Should you require any additional information about the course, please feel free to reach out to us on any of our numbers and social media platforms.

Sincerely,

Jide Bamidele

C.O at Sparkconect Solutions

Conclusion

In conclusion, the way you handle business at the customer service level will determine whether you would retain a dissatisfied customer or lose them completely. After all, your customers are the heart of your business and the way you relate to them would determine the level of your success in that business.

However, with a well-trained customer support staff and meaningful email templates, you can give your team a great framework for addressing these complaints in a positive way.

How to Improve Your Email Productivity

CNBC report showed that the average person spent an average of 352 minutes checking email in 2017 and 360 minutes in 2018. Over time these numbers will only increase. The more digitalized we become, the more time we’ll spend on our devices, checking emails, attending meetings, etcetera. This is why it’s important to make sure your time is well optimized and you apply more effective methods to manage your email productivity.

One of the biggest problems we face is managing what seems like never-ending work with what’s never enough time. This is why we’re always seeking ways to make our tasks and operations more organized and better optimized for productivity.

Managing email productivity is directly simultaneous with managing time. Email is an ongoing mode of communication, there are no breaks, no offline periods, no off-hours, etc. Which is one of the main reasons why optimizing email productivity should not be overlooked.

In this article, we’re going to discuss the best methods to manage your email to increase productivity and make working with emails easier.

Ways to Improve Email Productivity

  1. Turn Off Email Notifications:

If you work with emails and your replies are time-sensitive, you may want to ignore this advice. But if you don’t, this is one of the best methods to get the best out of your emails. Notification affects your email productivity as it causes you to stop whatever you’re doing to respond or at least check the email.

Reconnecting after an interruption is difficult especially while working. This is why while it sounds counterproductive to email productivity, turning off notifications helps you give the desired attention to your emails whenever you decide to check them.

You should make it a point to tell your colleagues to send you a text or call you if there’s an important email that needs urgent attention. This way, your email productivity is better optimized and nothing slips through the crack.

  1. Use an Email Signature to Improve Email Productivity

If you send a lot of emails, having to include, “Best Regards” and your name in EVERY email can be tiring and time-consuming.

Having a signature saves you from this stress, so, all you have to do is write your reply and the signature is automatically included in the email you’re about to send.

Signatures are important when writing emails professionally.

  1. Templates and Canned responses can improve productivity.

If you send out 100s of emails weekly, you may discover that most of the responses are entirely similar. Creating a template or canned response can save you hours and increase your email productivity. This way you don’t have to write out the same reply whenever the need to reply to similar emails arise.

With templates, your email productivity increases as your response time becomes shorter and all you need to do before hitting send and editing a word or two if necessary.

299
How to Improve Your Email Productivity 46
  1. Unsubscribe and Clear the Clutter

We subscribe to newsletters and other email marketing messages in hopes to follow up with brands and businesses we’re interested in. But in reality, a lot of these emails go unopened and can quickly pile up.

If you haven’t read a newsletter in a while, it’s best to unsubscribe from the mailing list. It’s completely unproductive to keep deleting each of these emails or getting notifications when you know you’re not going to end up reading it. In unsubscribing from the mailing list, you increase your email productivity and reduce the risk of missing important emails. Keep only the newsletters you read regularly.

  1. Delegate tasks to increase email productivity

If you have a large team working with you, you may want to consider delegating emails to them. If all emails come through you, you should automate your process so certain emails completely miss you and go straight to other members of your team.

That way, you’re left with the most important emails to respond to.

Also, if you get an email you feel a member of your team can respond to, to maximize your email productivity, you can simply forward these emails to members of your team and have them handle it (do not forget to inform them beforehand that you’ll be forwarding emails to them).

  1. Categorize your emails.

To take email productivity up a notch, your emails should be categorized according to the time it’ll take to respond to them.

From Short replies to emails that require you to complete a task before sending a reply.

This way, you’re able to tell which emails you need to answer immediately or the ones you have to set a reminder in your calendar to attend to.

  1. Learn to Write Short Replies

There’s a misconception that emails need to belong, “It’s an email, not a text”. This is inaccurate. When maximizing email productivity, you need to discern which emails need a word reply, a phrase or a single sentence. Do not belabour the obvious in your email in a bid to make it long, this is completely unnecessary reduces your email productivity.

Know which emails deserve long answers, don’t deserve answers at all, and the ones that deserve just one word as answers. After all, it’s an email, not an essay.

  1. Send Emails only when necessary.

Most times we receive emails and think, “this could have been a text”. Before sending an email, ask yourself if that email could easily be a text. And if the answer to that question I yes, you should opt-in for a text every time. This is unless you’re part of an organization that requires official communication. If not, improve your email productivity by sending fewer emails.

When optimizing for email productivity, the fewer emails you send, the fewer you receive.

  1. Set specific times to check your emails.

We’ve been conditioned to think of emails like text messages that we need to open or respond to immediately they come.

Sending emails is work! Unless your job is a customer service representative and you handle all email enquiries, to increase email productivity, you should check your emails at specific times.

The best times to check email if you’re working in a company is late morning and just before you leave the office. If you check your emails late morning, you would have handled other more important tasks before opening your email to handle other people’s. By checking your email before you leave the office, you increase your email productivity by ensuring you don’t miss anything at the close of office hours.

The worst times to check your email are first thing in the morning and right before bed.

  1. Employ autoresponders

If you’re going to be away for some time, it’s standard email practice that you share this information with whoever’s mailing you, and sharing information about what they should do.

This way whenever you get back from your responding to emails, you don’t meet 100s of unattended emails and angry clients or customers.

Read this article for everything you need to know about autoresponders.

Conclusion

Improving email productivity can do a world of good for you. You’re able to optimize your work process, better manage your time and get more things done faster. This article offers guides that if followed properly, would increase your email productivity and make you a better “emailer”.