Communication Rules

We follow these rules to make customers and  company happy 

Structure (Get New Customer. Return Drop. Answer the ticket. New Registrations):

        1. Goal — make customers and company happier:

• Clarify all customer needs
• Answer to all customer questions (answer more than customer asks for)
• Ask if FAQ/answer is good enough and customer understood it

 

      2. Goal — Move to the next level:

• Upsell with free or paid service
• Finish conversation with clear (CTA) Call-To-Action
• If it's live (phone, zoom,...) send short summary with CTA

 

      3.  Goal — Make system better:

• Fill in all the information to CRM
• Suggest system improvements (when possible)

 

General rules:

• Speed — reply faster than customer expects
• Information: 

           a) Start with client name

           b) Use only positive and simple words

           c) Customer should be redirected to landing/FAQ (no long product or price details in email)

• Channels:

           a) 1st message reply to the same channel (moving everybody to ticket system)

           b) Big partners mostly in emails

           c) If do not answer — use: additional emails, form on website, social networks, direct call