The general trend today is to make use of technology like email or Internet Faxing to contact customers and ensure that they are satisfied with quality of service. It is very easy to dictate an e-mail into a software, which will then convert it into text. Once this is done, you can hand over the task of proofreading and finalizing the letter to your employee. Thousands of mails can be sent in a span of a few minutes. What is more, it is going to be very inexpensive as well.
However, do not underestimate the importance of traditional sources of customer service. Receiving a letter appreciating patronage is always going to leave your customers happy. The biggest disadvantage of the internet is that it is completely impersonal. Send a letter once a year. Explain that sending a letter once in a year and not once in a month works out better for the environment. Explain that it helps save paper and environment. This will further help improve your goodwill.
However, do not conclude that you can use impersonal forms of communication like email and text messages with all your customers at all times. It is also important to consider the age of the customer before proceeding. If you deal with individuals who are less than thirty years, using technology is going to fetch brownie points. Sending e-mails to aged customers is only going to leave them confused and irritated. You cannot use a fixed formula when dealing with customers. That can be very risky.
