You are swamped. You’ve obtained 300 new e-mail assist tickets to your app with all types of different concepts and issues to be finished outdoors of answering them. You’re answering emails for hours a day however the inbox by no means drains down.
The excellent news is that you simply’re not alone, and also you’re in the precise place.
I’m going to indicate you the way I deal with assist tickets. I’m not promising the holy grail — or something shut. I can’t magically make these emails reply themselves.
This can be a chapter in our Final Information to E-mail Administration. If you’re prepared, try the opposite chapters:
What I can supply is a approach to keep on prime of your emails with out them being on prime of you — a approach to reply extra assist tickets quicker and simpler.
And if you happen to can reply them quicker and simpler, then you may get your assist e-mail inbox all the way down to zero very quickly.
Give me slightly time now, and I’ll prevent lots of time sooner or later and make it easier to get your assist load underneath management. When you learn to write a greater e-mail, you’ll be quicker at answering assist emails and, extra importantly, your prospects will love getting them.
1. We’ve obtained your e-mail
Every time somebody emails you asking for assist, you must allow them to know you obtained their e-mail. It takes away the anxiousness of “Did they get my e-mail? Ought to I ship it once more?”
Unhealthy response
Hello!
We simply obtained your inquiry. We’ll get again to you about your order as quickly as potential. In your information, your assist ticket quantity is 1234567. Embrace it in any future correspondence you may ship.
– The App Workforce
Notes:
Ever hear of the phrase “thanks”?
The phrases inquiry and correspondence are too formal — except you’re writing to the Queen of England, then you should utilize them.
As an alternative of getting the client fear about ticket numbers, allow them to know they will simply reply to that e-mail to replace their ticket.
Personalize it! Even if you happen to’re on an enormous assist staff, ship out the e-mail as being out of your head assist rep. Something apart from the generic “staff.”
Good response
Hello there!
Thanks to your order with us! That is an automated e-mail simply to let I’ve obtained your e-mail. I’ll get you a solution again shortly.
Thanks!
Chase Clemons
Buyer Assist
2. Characteristic requests that you simply’re not engaged on
Each staff will get function requests. If you’re not actively engaged on it, inform the client so. Be as sincere as you’ll be able to with them to allow them to determine if they should transfer to a different app.
Instance request
Whats up Assist!
I used to be searching for this function and couldn’t discover it. Do you’ve it? If not, may you add it to your function request listing?
– John Doe
Unhealthy response
Hello there!
Thanks for submitting your function request. We get numerous requests every day, so we’re not in a position to reply to each. However do know that we learn each one among them.
Don’t hesitate to tell us you probably have any questions or feedback.
– The App Workforce
Notes:
Thank them for utilizing your app and their concept, not only for “submitting” it, which is a bizarre phrase to make use of right here.
They’re in all probability not studying “each” function e-mail. Toss that phrase out as a result of it’s in all probability a lie.
The final paragraph comes throughout as formal once more. Enliven the ending!
Good response
Hello John!
Thanks for utilizing our app!
We haven’t added {FEATURE} into it but. However I feel that’s an superior concept! Having it might undoubtedly {INSERT REASON WHY IT WOULD BE COOL}.
We’re not engaged on that in the meanwhile, however I’ll pitch it to the staff and see what they assume.
You probably have some other questions, simply let me know, and I’ll be completely happy to assist. And have a incredible Tuesday!
Chase Clemons
Buyer Assist
3. Characteristic requests that you simply are engaged on
Since your staff is engaged on this, let the client know. Even if you happen to don’t have a timeline for it, the client will love that you simply’re engaged on that new function.
Instance request
Whats up Assist!
I used to be searching for this function and couldn’t discover it. Do you’ve it? If not, may you add it to your function request listing?
– John Doe
Unhealthy response
Hello there!
Thanks for submitting your function request. We get numerous requests every day so we’re not in a position to reply to each. However do know that we learn each one among them.
Don’t hesitate to tell us you probably have any questions or feedback.
– The App Workforce
Notes: Similar as with the final function request e-mail.
Good response
Hello John!
Thanks for utilizing our app!
We haven’t added {FEATURE} into it but. However I feel that’s an superior concept! In truth, we liked the concept a lot we started engaged on it a short while in the past. I don’t have an ETA from the staff behind it but, however from their final replace, I’d say we’re near launching it.
You probably have some other questions, simply let me know, and I’ll be completely happy to assist. And have a incredible Tuesday!
Chase Clemons
Buyer Assist
4. Troubles with the browser itself
Loads of occasions, a wonky conduct will likely be from the browser itself: A rogue extension, one thing hung within the cache, who is aware of. Right here’s tips on how to have them clear it out.
Instance request
Whats up Assist!
My browser isn’t exhibiting your web site formatting proper. It seems like all the colours, backgrounds, and fonts have been stripped out. Any concept what’s occurring?
– John Doe
Unhealthy response
Whats up!
Sometimes when that occurs, it’s some corrupted knowledge hung up in your browser. Are you able to strive a tough refresh and clear out your cache? That ought to repair it.
Let me know if this doesn’t assist.
– The App Workforce
Notes:
You already know their title. Use it!
Corrupted knowledge, exhausting refresh, clear a cache? Steer clear of difficult wording.
Be sure to incorporate clear directions on how they do that in their very own browser. Linking over to a assist web page you’ve itemizing the other ways works finest right here
Good response
Hello Jane!
Undoubtedly unusual! I feel there’s some wonky knowledge hung up in your browser. Are you able to strive clearing your cache, cookies, and restarting it? It’s sounds intimidating however I’ve obtained some guides right here to stroll you thru it: {add hyperlinks to directions}.
If it’s nonetheless a no-go after that, are you able to strive a unique browser? That’ll assist me rule in/out the browser because the offender right here.
If this doesn’t work or you’ve extra questions, simply let me know, and I’ll be completely happy to assist!
Chase Clemons
Buyer Assist
5. Extensions in the best way
With as many browser extensions as there are on the market, typically one among them will get in the best way of your app.
Instance request
Hello Assist,
My browser isn’t exhibiting your app formatting proper. It seems like all the colours, backgrounds, and fonts have been stripped out. Any concept what’s occurring? The one factor I did this morning was replace an extension I take advantage of.
– Christopher
Unhealthy response
Whats up!
It sounds prefer it’s one thing to do with that browser extension you utilize. You’ll wish to speak with the staff behind it to see why.
Let me know if this doesn’t assist.
– The App Workforce
Notes:
Good response
Hello Christopher!
I am sorry about these formatting troubles! Because it simply occurred after that extension, it is in all probability one thing with it. Are you able to strive disabling it and let me know if it really works once more after that? If that extension is the offender, I am going to e-mail their growth staff and see how we will get that labored out.
Thanks!
Chase Clemons
Buyer Assist
6. Supporting solely sure browsers
As browsers maintain getting higher and higher, your staff will begin dropping assist for older ones. Simply clarify why and encourage the client to improve to the newest one. It’s of their finest curiosity and yours.
Instance request
Hello!
I used to be prompted to improve my browser from Web Explorer 8 to 9. I’d quite not do that. Is there any means round these appropriate browsers?
– Bob Smith
Unhealthy response
Hello Mr. Smith,
For the most effective expertise, you’ll have to be working the IE9 quite than your present browser. I’m sorry for any inconvenience which will trigger.
Please reply with any questions you might need.
Notes:
Clarify why you solely assist particular browsers. However be certain to clarify it in a means they will perceive.
Steer clear of the “inconvenience” phrase. Proper now, they will’t get to your app as a result of they’ve an older browser. That’s not simply inconvenient, it’s a flat out downside. It’s like being locked out of their automotive.
Good response
Hello Bob!
Thanks for testing my app!
Our app was constructed to assist trendy browsers, so we dropped assist for sure ones — it simply can’t present the identical internet expertise that different browsers can. To assist these older browsers would imply that we will’t optimize our interfaces or present an enhanced buyer expertise in our apps — it might imply slower progress, much less progress, and in some locations, no progress. We wished to ensure the expertise is the most effective it may be for the overwhelming majority of our prospects, so supporting them would have held us again.
You’ll be able to try these appropriate browsers on the hyperlink right here: {insert hyperlink}.
You probably have some other questions, simply let me know, and I’ll be completely happy to assist. And have an superior Wednesday!
Chase Clemons
Buyer Assist
7. Cancelling an account
Prospects will inevitably overlook to cancel their account earlier than their subsequent billing cycle begins. You’ll wish to cancel it and get that refund headed to them suddenly.
Instance request
Hello!
I forgot to cancel my cable/web bundle in time earlier than this month’s cost. Are you able to cancel it for me?
– Jack D.
Unhealthy response
Whats up,
You’ll have the ability to cancel your account by logging in and going to your Data web page. There’s a cancel hyperlink on the prime of that web page.
Please reply to this e-mail with any future questions.
Notes:
They’re canceling their account and also you need them to return in and full some extra steps? Simply do it for them because it’ll have them leaving on higher phrases.
Be sure to incorporate that you simply’re refunding their cost.
Good response
Hello Bob!
Sorry about that cost! I’ve cancelled your account and obtained that refund headed your means. You must see that refund in your assertion inside a couple of days.
You probably have some other questions, please reply to this e-mail, and I’ll be completely happy to assist. And have a incredible weekend!
Chase Clemons
Buyer Assist
8. Getting a traceroute
Asking for a traceroute for a buyer to see in the event that they’re reaching your server will be scary. It’s a technical factor that many purchasers will likely be intimidated by. Attempt to make it as painless as potential.
Instance request
Hello!
I’ve not been in a position to entry my account this morning. It’s like the positioning is down from my finish. Are you working into any community points?
– Invoice Johnson
Unhealthy response
Whats up,
I am sorry for the inconvenience from this. Are you able to carry out a hint path to your account to see if you happen to can attain the servers through your Web community connection? This may assist our programmers see what is likely to be the issue.
– Unhealthy App Workforce
Notes:
There’s that “inconvenience” phrase once more. Simply by no means use it.
Traceroutes will be scary for a buyer. Stroll them by tips on how to do one.
Thank them for serving to you out with this. It goes an extended approach to actively get them concerned in determining what’s occurring.
Good response
Hello Invoice!
I’m sorry about these entry troubles! The app’s trying good on my finish together with your account. Are you able to carry out a traceroute to assist me determine this one out? I do know this may sound like a scary tech software however I’ll stroll you thru it.
Right here’s the steps to do this traceroute:
For Home windows:
Go to Begin (begin button on the decrease left of the desktop)
Select ‘Run’
Kind: “cmd” (no quotes)
This could carry up a DOS immediate. As soon as there, sort: “tracertmyapp.supportops.co” (with out quotes and together with your subdomain).
For Mac:
Open Community Utility out of your Utilities folder, choose the Traceroute tab, enter “myapp.supportops.co” (with out quotes and together with your subdomain) and click on the hint button.
It might take a couple of minutes to finish the hint. The consequence will likely be a sequence of textual content output that exhibits hops out of your laptop to our server. Copy this output and ship it to me in a reply to this e-mail message. I’ll have our programmers have a look and see what’s occurring.
Thanks to your assist with this!
Chase Clemons
Buyer Assist
9. Emails blocked by a firewall
If a buyer is behind a fairly strict firewall, e-mail notifications out of your app is likely to be blocked. Right here’s tips on how to have them test.
Instance request
Hello there,
I’m not receiving e-mail notifications from our discussion board. Any concept what’s occurring?
– Lisa
Unhealthy response
Whats up Lisa,
Observe these tricks to troubleshoot your concern:
Be sure to haven’t adjusted your notification settings.
Verify your spam or junk e-mail filter to be sure that emails coming from us aren’t being positioned on this folder. If they’re, you’ll want to add our e-mail area to your e-mail account’s secure senders listing.
If you happen to’re nonetheless not receiving emails from us, please contact your ISP (Web Service Supplier) to make sure that they aren’t blocking e-mail visitors coming from us.
If the problem continues, please let me know.
– The Discussion board Workforce
Notes:
First, don’t write like a robotic. However I feel you knew that one gave the impression of a robotic wrote it.
Go forward and provides them the IP addresses with directions to move them on to their IT staff. That’ll go a good distance, and the IT staff can be certain to not block something from that handle.
If none of these work, try your e-mail logs and see if you happen to’re sending these emails out proper. Any logs you’ll be able to present to the IT staff will assist out.
Good response
Hello Lisa!
I’m so sorry for the e-mail troubles!
Would you thoughts checking to make sure that supportops.co is whitelisted together with your e-mail server? Generally, our discussion board e-mail notifications get caught in spam filters on the server stage. The area and IP from which emails are despatched is: {INSERT DOMAIN/IP ADDRESS HERE}.
If you happen to ship me a hyperlink to a message for the notifications you didn’t obtain however ought to have, I’d be completely happy to look by our e-mail logs and see precisely the place that e-mail travelled. That’ll assist your IT staff determine the place it’s going.
Thanks!
Chase Clemons
Buyer Assist
10. On-line solely
Prospects will ask about utilizing your app once they’re on a aircraft or out in the course of nowhere with out Web entry.
Instance request
Whats up,
Is your cable TV app accessible solely with an Web connection? What occurs after I can’t get to a community?
– James Bee
Unhealthy response
Whats up,
Our app is on-line solely in the meanwhile. Sorry for any inconveniences from this!
Please reply to this e-mail with any future questions.
– App Workforce
Notes:
Arg, it’s that “inconvenience” phrase once more!
Have slightly empathy. Don’t simply blow them off with an e-mail.
Good response
Hello James!
In the mean time, you’ll solely have the ability to watch exhibits with an Web connection. I do know, it could possibly suck at occasions. I’m with out Web entry on the weekends, so I can really feel your ache on lacking exhibits. I’m pushing fairly exhausting for a obtain episode choice, so hopefully we’ll get one thing quickly!
You probably have some other questions, please reply to this e-mail, and I’ll be completely happy to assist. And have an exquisite weekend!
Chase Clemons
Buyer Assist
11. Criticisms by prospects
You’ll at all times have a couple of emails from prospects about what you’re doing fallacious. Some have specifics, some are imprecise. Right here’s one of the best ways to method them.
Instance request
Your cellphone service sucks.
– Erin
Unhealthy response
Whats up,
I’m sorry for the inconveniences with our cellphone service. What particularly wasn’t working for you? I’ll move it on to the remainder of the staff.
– Buyer Service Workforce
Notes:
Say you’re sorry. You’re there to assist individuals, not make them angrier with a nasty opening line to an e-mail.
Discover out what they like and don’t like. That’ll make it easier to learn the way they’re utilizing your service. And it’ll remind the client concerning the good issues they do get pleasure from about you.
Good response
Hello Erin!
I’m so sorry you’re not discovering our service helpful! What do you want and never like with it? I’ll be more than pleased to see how we will help out.
Chase Clemons
Buyer Assist
12. Getting by with out a gross sales staff
Your staff is small and there’s probably not a motive or the cash to rent a devoted gross sales staff. Bigger prospects anticipate you to have one, however right here’s how one can assist them with out one.
Instance request
Hello,
I’m your service for my total firm. Do you’ve any gross sales reps that may stroll me by this?
– Holly
Unhealthy response
Hello,
Thanks for our service to your staff! We don’t have any gross sales reps like that, however our web site ought to reply any questions you’ve. If you happen to discover one thing not answered there, let me know.
– Buyer Assist
Notes:
The assist staff is the gross sales staff. You ought to be able to reply any query a buyer has.
Be versatile on how the client desires to speak with you.
Be excited and grateful they’re testing your staff. That pleasure can go a good distance with a buyer.
Good response
Hello Holly!
That’s superior! I hope we is usually a useful gizmo to your firm. We don’t have a devoted gross sales rep like that since we’re such a small staff. However I’d be more than pleased to reply any questions you’ve. We are able to do this through e-mail, or you probably have some free time, I can soar on a name with you. Simply let me know what works finest for you.
And thanks once more for testing our software to your staff!
Chase Clemons
Buyer Assist
13. Saying thanks
If you happen to do your job proper, each ticket will likely be resolved on the finish. Don’t go away your prospects hanging with out some reply to complete issues up.
Instance request
Hello there!
That final step did the trick. Thanks for figuring it out!
– Steve Grifton
Unhealthy response
Whats up Steve,
Glad we may get that downside mounted. Please write again with any future questions you might need.
– The app staff
Notes:
Good response
Hello Steve!
Superior! Glad that obtained it mounted.
Simply keep in mind, we’re at all times an e-mail away if you happen to need assistance. (Nicely, assist with our app. I’ve no clue about good trip spots in Alaska.)
Chase Clemons
Buyer Assist
14. Use an app to hurry up your typing
With all of those emails, you don’t wish to memorize them or copy/paste them out of some listing. Keep in mind, I stated I’d assist with making you quicker at answering emails, not simply add extra steps to it.
It’s tempting to ship automated, canned replies to some requests. Don’t. It’s impersonal. It takes away the belief the client has with you. It breaks an already fragile relationship. They’re within the midst of a disaster, and also you didn’t even learn their e-mail however routinely despatched again a reply anyway.
Snippet rule: By no means use automated canned responses.
They don’t work, by no means labored, and received’t ever work.
However like all good math guidelines, there’s a corollary to that. You CAN use pre-set snippets to assist velocity up your responses.
For example, there is likely to be a undertaking that your staff is actively engaged on. However you may see 15-20 emails day by day asking about that choice, software, function, and many others. Certain, I may retype each e-mail to a buyer. However that’s losing the client’s time and my time. They only need a solution.
Enter saved replies.
Assist Scout’s saved replies allow you to save responses to ceaselessly requested questions and insert them into e-mail responses in simply a few clicks. Earlier than sending, you’ll be able to customise the title and add a couple of different issues — like “Go Tigers” in the event that they’re an Auburn fan. When it’s prepared, ship it and transfer on to the subsequent ticket.
Saved replies allow you to work loads quicker than earlier than. An e-mail ticket about that undertaking from earlier than solely takes round ten seconds from begin to end. That’s means higher than the 5 minutes it’d take you to search out the data you want and kind all of it again out. Means higher than even thirty seconds of searching for it on a listing after which selecting to repeat/paste.
With canned automated emails, nobody however the laptop ever reads them. That’s fallacious… so totally fallacious.
With saved replies, an individual truly reads the e-mail, understands what’s occurring, after which replies again faster than having to compose that e-mail from scratch.
Take into consideration how a lot quicker you will be if you begin utilizing saved replies.
15. Just a few final minute suggestions & tips
Earlier than we end up, I wish to go away you with a couple of suggestions and tips that you should utilize for each e-mail you write.
Use their title! Prospects love if you say “Hello Bob!” quite than only a generic “Whats up” or “Hello there.”
Be sure to say thanks for utilizing your app. There’s normally lots of selections on the market, and your buyer has chosen you. At the very least say thanks and imply it.
Speak like they do. Don’t use formal writing or phrases that you simply wouldn’t use in actual life. Write such as you would write to a good friend.
Brief, easy sentences reign. Break up lengthy paragraphs into readable ones. They’re studying an e-mail, not a novel.
For function requests, repeat their concept and relate to it if you happen to can. This exhibits them that you simply truly learn their e-mail and didn’t simply skip over it.
If you happen to can, inform them about new options. It exhibits that your staff is at all times working in your app.
Shut your e-mail on a spotlight.“Joyful Friday!” or one other date-specific line let’s them know you’re writing the e-mail on that day. If you happen to see they’ve an auburn.edu e-mail handle, throw in a “Go Tigers!” or different tidbit.
That’s it
You’ve obtained my finest emails, those that I take advantage of for a lot of the prospects I work together with.
With these emails, you’ll be quicker, and your prospects will love the emails they get from you.
So now what?
Don’t simply copy/paste my emails into your assortment of responses. If you happen to do, you received’t sound such as you. You’ll find yourself sounding like me.
As an alternative, take a look at how I ended up writing these emails.
In faculty, I had a category on politics and writing. My professor gave us 4 essays to review for the primary class — two fairly horribly written ones and two excellent ones. Then, we talked about what set them aside, the errors from the dangerous ones, the precise phrases and tone from the higher ones.
That’s the concept I had in thoughts when scripting this. I wished you to have the ability to see dangerous examples and be taught from them. I wished you to see higher emails and be taught from them. To not straight up copy, quite to see what goes into a terrific e-mail to a buyer.
Take the notes from every e-mail and write your individual. That means, when a buyer will get it from you, it’ll actually sound such as you.
Thanks for writing higher emails.