Entries Tagged 'email copywriting' ↓

Making the Most of Your Email Customer Service

Let’s face it dealing with phone calls takes time. Unless you have multiple phone lines, you can only answer one customer at a time leaving the others hanging on in frustration.

That’s also why so many customers like to deal in email rather than waiting in phone queues. That’s a bonus for you because you can sit back and deal with each email as it comes in.

But how you deal with them will say a lot about your company and your customer service.

So, how can you make a good impression?

1. Make sure you have an email address shown on your website

More and more companies just have contact forms on their websites. There’s nothing wrong with that so long as you make sure they are working and that they are monitored.

I’ve lost count of how many companies I’ve tried to contact this way only to never hear anything.

If you also list an email address, it offers reassurance to the reader that you’re a real company that wants to hear from its customers (the same goes for the inclusion of a telephone number and postal address).

2. Answer promptly

Even though they sent an email, your customer will still want a quick response. At the very least this should be the same working day, but preferably within the hour.

If you know it’s going to take a while to look into their query, at least send an email to reassure them that their email has been received and that you are looking into the matter and when you will get back to them. If you keep them updated in this way they at least know their query is important and is being looked into.

3. Name

Make sure you use their name in your response. There’s nothing worse than sending a company an email that included your name (in your signature and email address) only to receive a reply that started ‘Dear Sir/Madam’.

4. Thank you

It might sound obvious, but start off your response by thanking them for their email. Even if they were complaining about something it’s important to show them that their correspondence is important and valued.

5. Answer everything

Many emails will ask several questions, so make sure you answer everything. There is nothing more frustrating than receiving a reply to your query only then having to send another email because part of your initial question wasn’t answered.

Before you hit send, re-read your response to:

a)    Make sure answered everything

b)    Make sure there are no spelling or grammatical errors

6. Get straight to the point

The recipient of your response doesn’t want a great long essay turning up in their in box, so make sure you get straight to the point and answer their query.

Oh, and always end with something along the lines of ‘If we can be of further assistance, please get in touch’.

Although each of these points appears to be common sense, you’d be amazed at how many are ignored.

Over to you

Do you have any other tips you can add about using email as an effective customer service tool? If so, leave a comment below.

Sally Ormond – Copywriter



The Importance of Getting Your Email Marketing Right

Does this sound familiar?

“Dear Sir/Madam,

Do you want to see your website in Top 10 position in Google or other major search engine?”

Day after day I receive umpteen of these emails from SEO companies (and others) telling me they can get my website into a top 10 position in Google.

First, this is obviously a blanket email, because if they’d done any research they’d realise that my website was already on the front page for my chosen keywords.

And secondly, it’s addressed to ‘Sir/Madam’, so they haven’t bothered to take the trouble to personalise their email.

Not a great start then.

We’re all used to getting these types of emails, but it’s essential that you don’t fall into a similar trap when undertaking your own email marketing.

To spam or not to spam, that is the question

A little while ago I posted on the UK Business Labs forums about email marketing and how to get the most from it by offering relevant and targeted emails to your own, home-grown opt-in marketing list.

This caused a furore as it was intimated by a reader that email marketing was spam regardless of whether you use an opt-in list or a bought list.

However, provided you follow a few basic courtesies you should avoid alienating any of your customers.

Be clear from the start

The only way to gain trust and keep your customers happy is to be clear and upfront with then from the outset.

If you are cultivating your opt-in list to send out a newsletter, tell your customers how frequently you’ll contact them.

If you want to send a newsletter and occasional email marketing messages or offers, again let them know. If possible, offer a choice of messages so they can opt-in, for example, to your newsletter but not your other emails.

Giving them choice and being open and honest about what you intend to do with their email address will generate that all important trust that’s vital for strong and lasting customer relations.

Divide and conquer

As mentioned above, splitting your email marketing list and offering different communications that people can opt in and out of will help you target your marketing efforts.

That way, you won’t cheese off half your customers.

Get personal

Don’t send out generic emails addresses to ‘Sir or Madam’. Use their name and make your communications personal.

So, is using an opt-in list spam?

Not in my book.

People who want to receive your news and offers gave those email addresses. So, provided you stick to your promise of what you’ll send them and when, how can that possibly be seen as spam?

After all, Wikipedia defines Spam as:

…the use of electronic messaging systems to send unsolicited bulk messages, especially advertising, indiscriminately.

And, as your list has opted in to your messages they’re not unsolicited.

Over to you

What do you think about this issue?

What do you class as spam?

Leave your comments below and give us your take on this contentious issue.


Sally Ormond – Copywriter

5 Ways to Excel at Email Marketing

Email marketing and newsletters are the most cost effective methods to reach thousands of people quickly.Email marketing

Using your own home grown marketing list, it enables you to get great information and offers out to your targeted market.

But how can you be sure you’re making the most of this marketing opportunity?

Well, as you would expect, the content of your emails is crucial to your strategies success.

Here are 5 tips to make sure you get the most from each of your emails.

1. Length

No one wants War and Peace landing in their inbox.

Everyone is time-limited these days, so you must ensure that what you send is short, concise and to the point.

On average, about 400 – 600 words is plenty, any more than that and people will start to switch off.

2. Relevant

It’s important to tie the content in with what’s happening at the current time. Make sure you give spring offers in the spring etc. With the Jubilee on its way, create a newsletter around that. If you have a local event happening, try to incorporate that to boost resonance with your readers.

3. Get to the point

No one wants to read paragraph upon paragraph of waffle.

Make your point in the first paragraph so your reader knows the aim if of your newsletter. Also, make sure you include other sub headings so people can see at a glance what your newsletter covers. That way they can pick out the information they need without having to wade through everything.

4. Links

Introducing links to your text is a great way to a) shorten your emails/newsletters and b) drive more traffic to your website.

These are especially useful if you want to add a lengthy article to your newsletter. You can add an intriguing snippet and then link out to the rest of the article so the reader can click through to it at their convenience.

5. Be human

There’s nothing worse than receiving a boring, corporate newsletter. If you send out something like that, you’ll bore your readers rigid.

Inject some personality and be human. Write it in the second person and be chatty. You’ll find people are more likely to read something that’s friendly that something overly corporate.

If you’re still uncertain about how to structure your emails and what content to add, take a look at the emails you subscribe to and that you read.

What makes them stand out?

Why do you read them?

If you can capture the essence of those that make you stop and read them you’re half way there.

Why is free email marketing a great place to start for a contractor looking to boost business?


Aidan Hijleh is a freelance copywriter and serves as the Non-Profit Partnership Liaison for Benchmark Email. Aidan advocates free email marketing services to assist with the flourishing of grassroots organizations.

The author’s views are entirely his own and may not reflect the views of FreelanceCopywritersBlog.com. If you are interested in producing a Guest Post for this blog, please get in touch with your ideas.

A number of industries have moved their business operations to the internet, but some are migrating slower than others. One vertical that is still tethered to offline world is the contracting  industry. In fact, research shows that only a mere 33% of professionals in this industry even have their own website. Although some are surviving just fine with their offline efforts, many others are missing out on opportunities that could potentially take them to the next level. In this article, we will explain why free email marketing is such a great place to start for a contractor looking to emerge online and improve business performance.

Requires No Investment

For many contractors, the one factor standing in the way of creating a presence online is the cost associated with internet marketing ventures. Whether it is social media promotions or paid search advertising campaigns, creating a presence in the internet space can be a costly endeavor. Even email services generally require a budget, despite being cheaper than other methods. The thing with free email marketing is that it requires no budget at all, which makes it a fine choice for cash strapped professionals in all fields. If you are a contractor, a free service will give you the freedom to invest the budget in other crucial areas of the business.

Tools to Accelerate Business Growth

The tools that typically accompany free email marketing solutions can be of great help to a contractor trying to improve business performance. In fact, it is very possible to get your hands on the same features other businesses pay for on a monthly basis. Some of the features you find in a free package may include sign-up boxes to place on your website and build your mailing list, HTML editors and templates for formatting and designing your campaigns, and comprehensive reports for tracking your results. These features and others are ideal for the contractor looking for an effective way to stay in touch with their clients and grow in the process.

A Marketing Solution You Can Count On

Some professionals avoid email marketing like the plague, instantly associating it with the dreaded practice known as spam. They believe that utilizing this technique will alienate clients and ruin their reputation. It is this line of thinking that causes many of them to remain stuck in the loop of mediocrity. Although spam complaints can and do occur, free email marketing can provide you with a highly reliable infrastructure from which to conduct your business. The platform is there to back you up. All that is asked of you is following the best to practices in order to keep the complaints to the bare minimum.

When it comes to free and paid offerings, the free option is usually of substantially lesser quality. As you can see, that is not always the case where email marketing is concerned. In fact, it could be the perfect solution for the savvy contractor looking to gain a competitive edge.


Has Your Call to Action Gone AWOL?

CTA AWOLCreating eye-catching, interesting and relevant copy is not easy.

Whether you write your own in-house, or you hire in a professional copywriter, your copy has to address your reader directly and really sell the benefits of your product or service.

Let’s assume for a moment that you’ve got some stonking copy written. Your website looks amazing and has all the latest social gadgets and gizmos. Your brochures look slick and really grab attention. Even your emails are pretty snazzy.

But you’ve got a problem.

Despite all that, your conversions are really low. Your phone isn’t ringing and rather than your inbox being full of leads, it’s full of junk mail from companies trying to sell you Viagra.

What’s gone wrong?

Your CTA is AWOL

The most probable cause is your Call to Action (CTA), or rather lack of one.

There is an argument that states that your customers are intelligent and will therefore know what you want them to do.

Granted, they are most probably intelligent, but that doesn’t mean they will make contact with you. If you want that to happen, you have to tell them that’s what you want them to do.

A clear, commanding and effective Call to Action is the crowning glory of your copy.

1. Relevant

The first thing to remember is that your CTA must be relevant to your business.

If you want them to sign up for a newsletter, tell them and provide a link so they can do it easily. If you want them to call you, tell them and give them your phone number.

2. Commanding and clear

Don’t make them hunt round your copy for your CTA because they won’t bother. Make sure it stands out and is commanding.

Adding a line such as “It would be really nice, if it’s not too much bother, to hear from you. So if you have time, we’d be grateful if you could perhaps call us at a time that’s convenient to you” is not going to inspire them to pick up the phone.

“Call us on xxxxx”, “register now by clicking here”, “Email us today on xxxx@xxxxx for more information”.

Be commanding and tell them exactly what you want them to do.

3. Make it part of your copy

Your CTA doesn’t have to be left to the end of your web page, brochure or email. You can dot them liberally throughout the text. But make sure they fit the context.

If you randomly add one halfway through a text section it’s going to jar and leave your reader confused. Make sure the content immediately before your CTA leads up to it so it’s a natural progression.

4. Make it visible

You can make your CTA stand out by placing it in bold text and having it as a paragraph on its own. As I mentioned above, don’t feel as though you have to wait until the end before adding it.

If the content allows, add them in several locations so they are always visible to your reader. That way, as soon as they’ve decided they want to make contact, they can without having to hunt round for your details.

The best Calls to Action are:

  • Clear
  • Simple
  • Commanding

Be bold and tell your reader what you want them to do.

Over to you

Take a look at your marketing materials.

Do they all have clear CTAs? If not amend them quickly. If you don’t have a CTA, you’re unlikely to get great conversions.