Work

Revamping Responses to User Tickets

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

The Solution

Spruce 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.

Supporting Teams
Customer Support, Marketing

Template - Angry or upset user

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. 
Types of emails

The Solution

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

Template - Angry or upset user
Priority guide – Angry or upset user

A few samples of what that looked like:

Response to query: How to disable app notifications
Response to query: Why can't I access my account

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