![]() ![]() This can vary a bit depending on what the purpose of your emails are, but for most support replies, my emails look like this: Emails also have a structure, and while it may feel obvious to point that out, defining that structure early on helps make our job easier as we build things out (this is all about making things easier, remember?). If you've ever taken a writing course, you've probably had to spend time considering the structure of essays, sentences, and paragraphs. Now, if you're looking for the nitty-gritty step-by-step of how exactly I made that happen, read on: Define the structure of your emails It's got features that not even the most productive customer support reps seem to know about, and can make your life way easier. If you're just looking for the quick "here's how to write emails quickly", that was it: go buy Typinator, and practice with it a lot. During that time, I had among the top metrics on my team, and one of the highest customer satisfaction ratings in the company, while supporting a product that was actively on fire most of the time. With some of the extra features in Typinator, I was able to refine my process to the point where I used one shortcut for the whole year. This is usually a one-to-one exchange, where something like typing " hi" will always turn into "Hi there, thanks for writing in!" Typinator is like a lot of text expander apps out there, in that its basic function looks like this: you type a small amount of words (maybe even just a character or two), and it "expands" that into a much longer pre-written chunk of text. Well, okay, that's not exactly true: I still sent replies and performed my job description, but 99% of the actual typing was done through a program called Typinator. "Why not", I figured, "Try and make the job as easy as possible?" To use a term from my Apple retail days, I was mentally preparing to be "promoted to customer" from day one. It was only a matter of time before my role supporting that product would no longer be required, because the product would inevitably thrust itself into the void and cease to exist. The product received virtually no engineering support, and in the time I worked there I only saw one bug (of many) actually get resolved. In a previous role, at a previous company, I worked for a year as a member of a small support team that focused on an outdated off-shoot SaaS product that was no longer the company's main focus. In my job as a Senior Customer Champion for Zapier, I type a lot, but that wasn't always the case. ![]()
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