1. Goal — make customers and company happier:
2. Goal — move to the next level:
3. Goal — make system better:
a) Start with client name. Always use correct grammar
b) Use only positive and simple words
c) Customer should be redirected to landing/FAQ (no long product or price details in email)
d) Always suggest an alternative, never answer "there is nothing we can do"
e) Never answer “It should be working“, but "We checked on our end and it worked, please check on your end and reply"
a) 1st message reply to the same channel (moving everybody to ticket system)
b) Big partners or sales questions possible in emails
c) If do not answer — use: additional emails, form on website, social networks, direct call
Why communication exists:
a) Sales & marketing (if needed);
b) Reputation management;
c) Juridical & finance defence;
d) Product problems monitoring and management;
e) Clients keeping;
f) Creating ideas for product development.