Copyright

Writing Skills in Customer Support Tickets & Emails

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: Using Instant Messaging & Chat in Customer Service

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
 Replay
Your next lesson will play in 10 seconds
  • 0:01 Customer Support…
  • 1:08 Write Correctly
  • 1:51 Write Precisely
  • 2:42 Write Systematically
  • 3:45 Write Life a Human Being
  • 5:11 Lesson Summary
Save Save Save

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

Timeline
Autoplay
Autoplay
Speed Speed
Lesson Transcript
Instructor: Angela Petit

Angela is a technical writer with a doctorate in English composition & technical writing.

Customer support tickets and emails are a convenient way for anyone to request help online. Learn four easy ways to write effective responses to support tickets and emails.

Customer Support Tickets & Emails: The Introvert's Best Friend

I have a confession: I dread contacting customer support by phone. I once let a new wireless router sit in its box for a year before calling for help with installation. That's right. I am an introvert, and I'm not the only one. For people like me, calling customer support is a torture we avoid at all costs.

Imagine my joy when the customer support ticket and email were invented. Introverts, rejoice! Now, we can receive help in writing without interacting in real time with another human being.

Customer support tickets and emails are a convenient way for anyone (not just introverts) to receive help online. Tickets and emails give customers time to describe their needs fully, allow support agents to word their responses accurately , and create a written record to guide future communication.

However, with convenience comes responsibility. Support staff have an obligation to write effective responses to tickets and emails. This lesson offers four tips for writing solid responses:

  • Write correctly
  • Write precisely
  • Write systematically
  • Write like a human being

Write Correctly

First and foremost, a response to a customer support ticket or email must use correct grammar, punctuation, and spelling. Writing correctly is non-negotiable in customer service. To protect their company's credibility, agents should take the time to refresh their grammatical memory.

Fairly or unfairly, readers regard strong writing as a sign of a strong mind, while they believe that mistakes in writing signal a less capable person. Grammar, punctuation, and spelling are the nuts and bolts of writing. Just as a machine will not work if its parts are not assembled correctly, a response to a support ticket or email will not succeed if its subjects, verbs, commas, and apostrophes are not assembled properly.

Write Precisely

Customers want answers to support questions quickly. To succeed, support staff must write precisely. An agent can increase customer satisfaction by:

  • Accurately restating a customer's need or question
  • Using short and simple (subject-verb-object) sentences
  • Choosing concrete words ('rose') over abstract ones ('nature's romantic bloom')

By following these three simple rules, you'll avoid a long winded response like this:

'I see that you have submitted this ticket to our IT Help Desk in an effort to determine whether the social media account you created under your name has been compromised by a person or persons hitherto unknown to you.'

Now, you'll be able to create a concise response like this:

'Our Help Desk has investigated your claim that your social media account has been hacked by someone you don't know.'

Write Systematically

Customer support offices have systems for managing responses. Nevertheless, support staff will at times be overwhelmed by tickets and emails. To manage these crunches, agents must speed up response time.

An agent can establish personal response targets that are faster than the company norm. Or an agent may group tickets and emails into pools of simple versus complex requests and answer simple requests first, freeing up time for complex ones.

To unlock this lesson you must be a Study.com Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use Study.com

Become a Study.com member and start learning now.
Become a Member  Back
What teachers are saying about Study.com
Try it risk-free for 30 days

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Create an account to start this course today
Try it risk-free for 30 days!
Create an account
Support