Building trust with customers starts with effective communication. It means providing quick reply to support requests, while ensuring that the responses provided are consistent no matter which team member is handling the request.
In order to benefit from optimized communication, I created some reply templates and added them as macros in zendesk. When agents were creating or updating tickets to contact our customers, they were applying these prepared responses. They only had to customize the customers’ data.
I created these templates in French and English to address the most frequent questions asked by our customers (regarding orders, subscription management, refund requests or commercial gestures).
The challenge was to be able to design standardized replies that could be easily tailored by the agents to meet each customer specific need while following the best practices in our customer service communication.
Here are some examples of these emails in English and French:
Email templates
Contact me if you want to see more!
Cath Assist Service 