Working on emails

Answering emails ([e-mail])

In the meantime, email will be reserved for management and risk departments.

When working on tending emails, it is important to first verify the customer is contacting from the email on file.

If a customer identifies with a name or account ID that belongs with a different email, let them know they are contacting from the incorrect email and that they should contact from the correct one, though do not provide the address.

Also, be mindful of the response times.

This means that emails should receive a first response within at least 30 minutes. This should be enough time to categorize the query and reply either to solve the question or to let the customer know that it will be escalated for further review.

Email contacts need to be categorized to understand if poses a priority against other type of contacts. For example, a customer that is not able to access the account and has reached via email, is a customer that we want to assist as soon as possible.

Our priority should always be that the customer is able to play and use the site.

Answering emails requires a balance of professionalism, efficiency, and empathy. Here are some best practices to ensure effective email communication:

1. We are not robots!

• Introduce yourself to the customer. As far as AI has come, customers are always grateful to know that they are not dealing with a bot that will only repeat a phrase. Greet the customer and introduce yourself as a Customer Service Agent and let them know that you will gladly assist.

2. Acknowledge Receipt VS Answering on the Spot

• Logic and common sense come into play in these scenarios. You know the product and understand the procedures better than no one. If you believe the query can be solved quickly, then you should, by all means, reply to the customer on the spot. If for some reason, the issue might take longer than a few minutes, send a quick acknowledgment that the email has been received. This reassures customers that their request is being processed or is being looked into.

3. Precise and Relevant Subject Line

• When replying, keep the subject line relevant to the content of the email. This makes it easier for customers to track the conversation. And when sending emails from scratch, make sure to use a correct format for correct identification.

• For both instances you can use:

  • Subject: XYes Casino: Withdrawal Inquiry

  • Subject: XYes Casino: Deposit Inquiry

  • Subject: XYes Casino: Bet Cancellation Query

4. Personalize it!

• Using templates is a handy tool. However, make sure to adapt them to the correct context and with the relevant information. Address the customer by name and reference their specific issue or inquiry. Personalization helps establish a connection and shows that you are attentive to their needs.

5. Clear and Concise, Professional and Courteous

• Write in clear, straightforward language. Avoid jargon and ensure your response is easy to understand. Use bullet points or numbered lists if appropriate to organize information.

• Maintain a polite and respectful tone, even if the customer is frustrated. A professional demeanor can help diffuse tension and promote a positive interaction.

6. Provide Complete Information

• Address every single aspect of the customer’s inquiry. If applicable, include relevant details, such as numbers, policies, or next steps, to give a complete answer. Do not leave anything out, angry or frustrated customer are likely to send a second contact if you do not address all their queries.

7. Realistic Expectations

• If further action is needed (e.g., follow-up on an unresolved issue), inform the customer about what they can expect, including timelines for responses or resolutions. If you a re unsure how long would it take to solve a query, let them know!

  • I would like to give you an estimated time frame for this to be solved, nonetheless at the moment we do not have one. I will make sure to get back to you as soon as possible.

8. Closure

• End the email with a friendly closing line, encouraging further communication if needed. Always sign your emails. This will not only look professional, but will be useful to know who addressed the customer in an email thread.

  • Kind regards, Andrea Herrera XYes Customer Service

9. Proofread Before Sending!

• Check for spelling and grammatical errors, as well as clarity. A well-proofed email reflects professionalism and attention to detail. We care for details and customers do, too. We want to look professional because we are, spelling and grammatical errors reflect badly on this.

10. Follow Up When Necessary

• If the issue requires further resolution, ensure you follow up as promised. Following through on commitments builds trust and shows commitment to customer satisfaction. If by any chance your shift comes to an end before you could follow up, make sure to leave proper notes in the account or the proper escalation for the rest of the team to follow up.

By adhering to these best practices, customer service representatives can foster positive relationships with customers, enhance satisfaction, and effectively resolve inquiries through email communication.