Why can't you receive a reply to your email consultation?

When a user asks a question through email or other means, but does not receive a satisfactory response, there is a certain relationship with the user's questions in the use of email consultation in addition to the questions on his website.

 

Customer service is an important part of online marketing. When a user asks a question in the form of email, he hopes to receive a satisfactory response. Many websites can do this now, however, many users complain that the website does not respond to your questions in a timely manner, and some do not even reply. The cause of this situation may be related to both the website and the user.

Website reasons

(1) customer service awareness is poor. It is undeniable that some websites have poor service awareness or even worse services. In some forums, we can often see that users complain or even complain about some websites, it is also a helpless way to vent your dissatisfaction in this way. Of course, this is just an extreme example. In most cases, normal websites treat your consulting emails with caution. However, due to the fast flow of staff in the network company, the company itself is also changing rapidly, so the impact on customer service also occurs from time to time.

(2) problems in mail processing. I have been talking with some readers. They seem very curious about the internal working methods of the website and think that the website has left a service email address. It seems that someone should reply to the customer's consultation, there is no reason not to reply to the user. In fact, as far as I know, it is a fact that the website has a dedicated Customer Service staff or website administrator to receive a letter from a customer. However, the content of a letter from a customer involves many aspects, not all questions can be answered directly. They often need to be forwarded to relevant departments for processing before they can reply to you. During the process of forwarding and waiting for processing, it is also possible that some omissions may occur. In addition, the website administrator may receive a large number of emails every day, many of which are spam emails. First, they must be filtered. If your email is not clear enough, it may be deleted as a spam!

User Problems

If we consider this problem from the user perspective, we can better understand why the website does not reply to customer inquiries. In fact, many users still have some problems when using email consultation, which is also an important reason why the consulting email cannot be replied. This is probably the case for the following emails.

(1) emails with unclear and difficult answers. I once received an email saying, "What do you think should I do for online marketing in the construction industry "? How can I make a few clear questions like this? If you ask questions about problems encountered during an online shopping, you should write more details, such as order numbers, problems, and solutions you want, you need to know that it is not helpful to solve the problem.

(2) emails that are out of the scope of others' duties or are irrelevant to work. Website administrators and customer service personnel have nothing special to do. Like ordinary people, it is no longer easy to go to work, work overtime, and rest to fulfill their duties with due diligence, it is very likely that you will not deal with things that exceed your responsibilities. For example, some netizens send their resumes to the website administrator to help them introduce their work, unless the website is being recruited, otherwise, it is likely that he will not forward your email to the HR department. Even if it is transferred, it is hard to expect a reply.

(3) do not pay attention to emails with basic etiquette. This situation exists in many emails, not only unclear descriptions of the problem, but even a lack of minimum respect. For example, a lot of questions are raised in the mail content (some of which are clearly beyond the scope of their duties ), at the end of the email, I did not express my gratitude or even did not want to write my own name. As you can imagine, who would like to reply to such an "anonymous email? In many cases, e-mails do not have to be as formal as traditional letters, but more etiquette and more respect will certainly be more attractive to the recipients. Obviously, solving your problems will not have any side effects. There are several aspects worth noting: the subject is clear. Try to express the core content of the email in brief words. Do not simply use "hello". If not, do not mark the email as "urgent". If you can clearly express it in the body, try not to use attachments; treat each other with sincerity and tell the recipient their real information.

(4) emails with obvious sales preferences. A large number of spam mails are received every day, and people are usually disgusted with spam. Some emails often use a large amount of space to introduce their products and services before explaining their intentions, this is a commercial email, which may be deleted without seeing the relevant content. Recently, it was reported that the flood of spam in China has caused serious consequences. Tens of thousands of websites in Europe and the United States have completely banned emails from China, china is likely to face a situation where emails cannot be sent abroad. If so, it is really sad. Therefore, we strongly recommend that you do not send a large number of unauthorized commercial emails, or design normal consulting emails as junk emails, wouldn't it be a waste of money if I delayed things for my own reasons!

In addition to the typical situations listed above, there are still many things to note. Using the email tool to communicate with each other is good for others and for yourself.