No matter how large or small your business is, some days, it feels impossible to respond to all the customer emails you receive.
The average office worker receives 120 emails per day. Multiply that by the number of people you have working for your business, and that’s a lot of mail to handle.
Like it or not, there are going to be times when you can’t respond to emails right away. You don’t want to leave people hanging, though. That’s where an auto reply message can come in handy.
Read on for some tips that will help you create the perfect auto reply message for your customers.
Benefits of an Auto Reply Message
At first, the idea of an auto reply message might seem cold or too formal to some. In reality, though, they provide a lot of benefits to your business.
The following are some reasons why you might want to start using an auto-reply message:
Provide Reassurance
When someone sends you an email, whether they’re a client or a colleague, they almost always want to hear something back from you.
If you go days without responding, they’re not going to be pleased. They might think you’re intentionally ignoring them, or that you don’t value their business.
To avoid these misconceptions, an auto-reply message can come in very handy. It assures the sender that you’ve received their email and helps them get an idea of when they’ll hear from you again.
Provide Further Direction
You can also use an auto-reply email to provide those who are contacting you with further direction.
For example, you can let them know if there’s someone else on your team they can contact, or you can direct them to additional resources that might be able to help them solve their problems.
Take a Break
Finally, setting up an auto-reply email gives you a chance to take a break. Even if you’re a busy entrepreneur building a company from the ground up, you deserve to spend some time away from your computer and smartphone.
Having an auto-reply email in place gives you some peace of mind knowing your customers and colleagues are taken care of while you get some much-needed R&R.
How to Create the Perfect Message
Okay, you’re starting to warm up to the idea of an auto-reply message (or series of messages) for your customers. How do you write them, though? How do you satisfy your customers and give them the reassurance they need?
Here are some tips to keep in mind as you begin drafting your message:
Start With the Subject Line
Every great email starts with a great subject line. A clear subject line tells recipients what to expect when they open your email.
When writing your subject line, it helps to use a message that’s informative to the reader but also lets them know you care. It could be something like “Thanks for reaching out; I’ll get back to you soon!” or “Thanks for emailing us; we’re hard at work to solve your problem!”
When the message is a bit more personal like this, it helps you establish a deeper connection with the recipient right off the bat.
Nail the Opener
Once you’ve perfected the subject line, it’s time to move on to the opener. Try to make your opener fun and engaging. Use the customer’s name if possible.
If you don’t know it or have to have a default option for when it’s not revealed, use a friendly greeting like “Hi there!” or “Hello!” These have a much stronger impact than a cold, “Dear Sir or Madam” or “To whom it may concern.”
Thank Them for Contacting You
Next, thank the recipient for reaching out to you. This lets them know that you value them as a customer and appreciate them taking the time to send you a message.
You may even want to include an additional message acknowledging this, such as “we know your time is valuable and we appreciate your patience.”
Set Clear Expectations
At this point, you need to let the recipient know when they can expect a response. Be as precise and detailed as possible.
Don’t just say, “we’ll get back to you soon!” Instead, say, “we’ll respond within 24 hours.” This helps the give the recipient peace of mind and reassures them that you won’t forget about them.
Provide an Alternative Solution
You may want to consider providing an alternative solution for the recipient to try until you can get back to them.
For example, if it’s a customer service issue, you could invite them to check out your “Troubleshooting” or “Frequently Asked Questions” page.
You could also invite them to email your assistant or another member of your time is you’re using this auto-reply while you’re on vacation or out of the office.
Proofread, Proofread, Proofread
Always proofread your auto-reply email before you start sending it out. This goes for any email, honestly, but it’s especially important for your auto-replies.
Thorough proofreading adds credibility to your business and shows recipients that you’re professional and pay attention to detail.
Close with Gratitude
Finally, make sure you end your message with a note of gratitude. Thank the recipient again for reaching out to your or for trusting you to help solve their problem. Then, end with your name and position (e.g., Mary Smith, Customer Service Manager).
This helps to establish a personal connection once again, something customers tend to appreciate.
As the experts at Skup have pointed out, lots of eCommerce platforms offer autoresponder templates. These are great starting points. However, if you take the time to personalize your message, your customers will definitely notice the extra effort.
Start Drafting Your Message Today
There’s a lot you need to think about when crafting an auto reply message for your business. However, if you keep these tips in mind, you’ll have an easier time crafting a message that’s clear, concise, and satisfies your customers.
Do you want to learn about other steps you can take to keep your customers happy? If so, visit the Customer Service section of our blog today to find additional resources.
