How To Reply To Unanswered Emails In Helpscout

VIDEO

Customers over everything. Our customers are the life-blood of our company. We strive to provide a world-class, Disney-level experience from the moment they discover our brand online, to the point they purchase our products and beyond.

When delivering a response, we never tell our customers what we CAN'T DO.

Because we're a solutions-focused company, we always lead with what we CAN DO.

(What's needed: examples of good vs bad responses)

Best is always standard. We don't expect perfection, but we DO expect your absolute best. Always.

 Make it cute, make it fun, get it done. We strive to go from ideation to action as quickly as possible. But whatever you deliver, make it pretty and add your personality, too! (Bonus points if you throw a gif on it! 😉

 We’re never not learning. We strive to always learn more so that we can push the industry forward and innovate.

Personal responsibility is our currency.  We're a team of INTRA-preneurs. Everyone takes radical responsibility for achieving and exceeding our goals. As a member of our team, you don't have a job. You OWN your results.

Responding to all emails within 1-2 business days

Greeting
Gratitude
Intro
Repeat the problem / empathy
Solution / Options
Next Actions
Gratitude
Signature

Example ⬇️

Hi Jane, [GREETING]
 
Thanks for reaching out! My name is Beyonce and I'm happy to help you out today. [GRATITUDE + INTRO]
 
I understand that you are having some trouble logging into your account at https://classroom.tiytaughtme.com/login because it is asking you for login information you never received. Is that correct? [REPEAT THE PROBLEM/EMPATHY]

I was able to locate your login details as listed below:
username: [email protected] password: NLpo44sT5k 

To login to the site, just follow the link: https://classroom.tiytaughtme.com/login [SOLUTIONS/OPTIONS]

If you are still unable to login after completing the step above, please let us know so we can help assist further! [NEXT STEPS]
 
Please let me know if there's anything else we can answer for you - we're here always happy to help.

Yours in business + beauty, [SIGNATURE]
Beyonce

Use this link to access Helpscout ➡️ www.helpscout.com

Use [email protected] account.

A drop down menu should appear with all of our connected mailboxes

• BMU Student Support
• MMU Student Support
• Tiyana Robinson Support

Click on the Mailbox you would like to check.

Here is where you will be able to review all messages in the chosen inbox.

(Insert screenshot of the reply button)

Templated responses can also be sent as a reply. 

Check your message for accuracy and grammatical errors.

Press send to close out the message. 

Please this SOP for instructions on how to process a refund