If you see they have an email address, throw in a “Go Tigers!” or other tidbit. It shows that your team is always working on your app.Ĭlose your email on a highlight.“Happy Friday!” or another date-specific line let’s them know you’re writing the email on that day. If you can, tell them about new features. This shows them that you actually read their email and didn’t just skip over it. They’re reading an email, not a novel.įor feature requests, repeat their idea and relate to it if you can. Break up long paragraphs into readable ones. Don’t use formal writing or words that you wouldn’t use in real life. There’s usually a lot of choices out there, and your customer has chosen you. Make sure to say thanks for using your app. Use their name! Customers love when you say “Hi Bob!” rather than just a generic “Hello” or “Hi there.” Think about how much faster you can be when you start using saved replies.īefore we finish up, I want to leave you with a few tips and tricks that you can use for every email you write. With saved replies, a person actually reads the email, understands what’s going on, and then replies back quicker than having to compose that email from scratch. With canned automated emails, no one but the computer ever reads them. Way better than even thirty seconds of looking for it on a list and then choosing to copy/paste. That’s way better than the five minutes it’d take you to find the info you need and type it all back out. An email ticket about that project from before only takes around ten seconds from start to finish. Saved replies let you work a lot faster than before. When it’s ready, send it and move on to the next ticket. Before sending, you can customize the name and add a few other things - like “Go Tigers” if they’re an Auburn fan. Help Scout's saved replies let you save responses to frequently asked questions and insert them into email responses in just a couple of clicks. But that’s wasting the customer’s time and my time. Sure, I could retype each and every email to a customer. But you might see 15-20 emails every day asking about that option, tool, feature, etc. You CAN use pre-set snippets to help speed up your responses.įor instance, there might be a project that your team is actively working on. They don’t work, never worked, and won’t ever work.īut like all good math rules, there’s a corollary to that. Snippet rule: Never use automated canned responses. Any logs you can provide to the IT team will help out. If none of those work, check out your email logs and see if you’re sending those emails out right. That’ll go a long way, and the IT team can make sure not to block anything from that address. Go ahead and give them the IP addresses with instructions to pass them on to their IT team. But I think you knew that one sounded like a robot wrote it. If the issue continues, please let me know.įirst, don’t write like a robot. If you’re still not receiving emails from us, please contact your ISP (Internet Service Provider) to ensure that they are not blocking email traffic coming from us. If they are, be sure to add our email domain to your email account’s safe senders list. Make sure you have not adjusted your notification settings.Ĭheck your spam or junk email filter to make sure that emails coming from us aren’t being placed in this folder. Example requestįollow these tips to troubleshoot your issue: If a customer is behind a pretty strict firewall, email notifications from your app might be blocked. I’ll have our programmers take a look and see what’s going on.Ĭustomer Support 9. Copy this output and send it to me in a reply to this email message. The result will be a series of text output that shows hops from your computer to our server. It may take a few minutes to complete the trace. Open Network Utility from your Utilities folder, select the Traceroute tab, enter “” (without quotes and including your subdomain) and click the trace button. Once there, type: “” (without quotes and including your subdomain). Go to Start (start button on the lower left of the desktop) Can you perform a traceroute to help me figure this one out? I know this might sound like a scary tech tool but I’ll walk you through it. I’m sorry about those access troubles! The app’s looking good on my end with your account.
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