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Revamping Responses to User Tickets
project type: cx emails; duration: 5 weeks
The Challenge
The client’s responses to user tickets lacked a human touch.
Spruce up the tone used by the CS team across all their communication channels.
I audited and rewrote their response emails (179 in total) to make them more faithful to the client’s new brand guidelines.
Supporting Teams
Customer Support, Marketing
The Brief
This job was a tiny part of a bigger project that would involve revamping the tone used by the CS team across all their communication channels (including their netiquette and phone manner). I was contracted to spruce up their English emails and macros. Based on how I design the messages for the emails, the team would later pick that tone and use it to guide all their communication with the user.
Getting to The Solution
I was guided by the following principles (arrived at by discussions with the Head of CS, staff interviews, and following the guidelines on writing for the web):
- 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 encouraged.
- Email templates would encourage inclusion of personality in certain areas if it would help build rapport with the user.
The Solution
I audited and rewrote the response emails (179 in total) to make them more faithful to the client’s new brand guidelines.
A few samples of what that looked like:
