What is IVR for Businesses and How Does it Work?
But what is IVR?
Transactional emails, as the term suggests, are tied to a transaction. This is the case when, for example,you receive an order confirmation message after making a purchase, or communication regarding the shipment of a product accompanied by a link for monitoring. Other examples include confirmation of the purchase of a service, or confirmation of a subscription, including subscribing to a newsletter.
Their open rate is very high. You always open them too, right?
This is explained by the fact that transactional emails contain important and non-commercial information. For this reason, sending such communication must be completely understood and the strategy studied at length. Receiving a transactional email gives the consumer a feeling of trust, as the instant feedback typical of this type of message is proof that the company they are doing business with has everything under control. Today, most transactional emails take advantage of automated systems, but this does not mean that they cannot be exploited to create engagement and customer action, such as suggesting new purchases.
For instance, in an order confirmation email, you could include suggestions for the purchase of other accompanied products, placing the emphasis on saving shipping costs, which in this case would be paid only once.
How to use transactional email for your business
A transactional email, even when you use an automatic system, must be scrutinized in detail. Firstly, the sender's address needs to be conveyed as professionally as possible. Replies to such emails can be directed to customer care or support.
Another fundamental aspect is the subject of the email, which must describe its content, but not be too exhaustive, so as to intrigue users to open the email. A message such as, “Thank you for your purchase. Your order will be shipped as soon as possible”, already contains all the information in the subject. A more impactful message could be, “Summary of your purchase and shipping information”. By changing this wording, the user is more likely to open the email.
Finally, it is essential to take the time to get the content right. The important thing is to be creative and use the right tone of voice, according to the target audience.
Examples of transactional emails
What follows are the crucial emails to send to your users:
- The thank you email
A customer who has just made a purchase expects to receive communication as soon as possible. With a thank you email, you can reassure the customer of the success of the purchase, but also operate upselling strategies.
- Order confirmation
These emails are primarily used in e-commerce. Each customer action receives a notification via email. An order confirmation email must contain the information of the purchase just made, as well as the shipping details. Furthermore, it can be used to propose new products and related offers.
- Confirm shipment
Some e-commerce companies also include sending an email to notify of the shipment of a product. The goal in this case is the same as with the order confirmation email.
- Deadline reminder
The imminent expiration of a service can also be sent via email notification, such as where communication is intended to get the recipient to confirm a final purchase.
- Customer care
Customer care is also a transactional email element that can be exploited. These are mailings that do not rely on a graphic layout, but are entirely textual forms of communication, which assist in relaunching an offer.
- Email request / feedback
The purchase process does not terminate with the sending of the product after payment. In fact, successful brands base part of their service on the information requested about the service offered. So, unlike other transactional emails, in this case, it is the brand that requests information from users. One example is customer satisfaction surveys.
- Abandoned cart recovery
Abandoned cart recovery emails are, of course, one of the main drivers of sales in any industry. While users may have abandoned their carts because they have decided not to buy, some users may have had to abort the transaction for other reasons. For this reason, it is always advisable to have a transactional email automation strategy to recover abandoned carts that includes a reminder regarding the abandoned cart and an offer that can draw attention.
The satisfaction of your consumers is fundamental for a customer service strategy. Very often, the internal resources of a company are not sufficiently trained on these strategies, so to be successful, it is necessary to rely on outsourced customer support.
We Are Fiber has vast experience in customer service, where we can guarantee maximum effectiveness and efficiency for managing customer requests, offering suggestions and handling complaints. Our highly trained customer support agents will provide you with multi-channel support, by way of phone, email, social network and live chat.
From helplines to multilingual customer service, response management to technical assistance activities, order management to sales support and report management, we are able to offer an unparalleled customer experience to optimize customer satisfaction and enhance brand loyalty.
Email: info@wearefiber.com
Telephone (It): +39 024 210 1122
Telephone (UK): +44 203 870 4408