We recommend you the use of templates. You can use the templates you created internally and the templates we created for you. There are more than 30 templates available in the interface. While saving time, templates provide a consistent image with the potential to fulfil several customer service requirements (Tone of Voice, friendliness, signatures, clarity, etc), leading to a better customer experience.
Guidelines
- Write in clear, complete sentences.
- Keep each paragraph focused on one point or next step.
- Separate paragraphs clearly with 1 empty line so the content is easy to follow.
- Use standard fonts and font sizes in all messages.
- Use the provided templates to stay efficient, but tailor them to the case.
- Do not reuse the exact same template more than once without adapting it.
Our message formula:
“Hi Ashley, > Greeting
Thanks for reaching out to us, as well as for your order from refurbed. > Opening
I am sorry to hear that your laptop was sent with the wrong keyboard configuration. That sounds frustrating, indeed. > Explicit acknowledgement
We’re happy to replace the laptop for you. The way this works is…. > Response to request / solution
Let me know if that sounds good to you, and we’ll get the process started for you. Meanwhile, feel free to respond with any other questions you might have. > Final offer for support
Have a great rest of your week! > Farewell
Kind regards, > Standard signature
AGENT NAME
COMPANY NAME”
Examples
The following message is written in a clear structure, even for non-native speakers it’s easy to find the opening, the information, and the closing of the message, including the professional signature.
The following message is difficult to read because it is not structured clearly. The bold fonts don’t help with clarity. It is also impersonal, and it doesn’t inform the customer when they can expect an update. The professional signature is missing as well.