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Revamping Responses to User Tickets

Why
The client’s responses to user tickets lacked a human touch.

How
By sprucing up the tone used by the CS team across all their communication channels.

My Involvement
I audited and rewrote their response emails (179 in total) to make them more faithful to the client’s new brand guidelines.

Duration
5 weeks

Template - Angry or upset user

The Brief

This job was a tiny part of a mammoth project. The bigger project was to revamp the Customer Support team’s communication across all channels. The tiny project that I was a part of, involved sprucing up how the team responded by email to the customer queries. As part of the project, I rewrote 179 of their English language emails and Zendesk macros.

Getting to The Solution

I let a few principles dictate how I approached this project. These were principles that I discussed with the customer support team, and they were:

  • Brevity is important but not at the sake of clarity.
  • Emails should always sound friendly. Even a warning email should end at a positive note.
  • Personalised greetings and sign-offs – within reason – were okay.
  • Email templates would encourage the writers to let their personality come through. Especially if it would help build rapport with the user.

These principles were also informed by the client’s Voice & Tone guidelines.

Types of emails

The Solution

I audited and rewrote 179 of their English language emails and Zendesk macros. The new emails were more faithful to the client’s new brand guidelines.

Template - Angry or upset user
Priority guide – Angry or upset user
Here are a couple of samples of what that looked like:
Response to the query: How to disable app notifications
Response to the query: Why can't I access my account

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