CastingWords Support Style Guide

Goals and Writing Style

Our goal with these hits is to provide, quick, quality support to our clients. We want happy clients, and client who got straight answers - but got them quicker than we can deliver in house.

As such the tone of the responses should follow the CastingWords house style which is clear, and causal. Every support request should follow the format of:

Hi Jason,

[A clear casual mail - looked up from the email database preferably]

Thanks,
[Your First Name (optional but preferred)]
CastingWords Support

If the customer is more formal in their mail use a 'Mr/Mrs Last Name' format.

It's important to write the something to the customer if it will help them out - all emails that are escalated to internal support will be edited internally so giving it a go, won't be a problem. And not writing a response when one is appropriate will result in rejection. Usually the email template database will be helpful.

Problems:

Data displayed on the order info page is confusing:

This guide to order and audio states might help. Otherwise please write with suggestions the section of the hit devoted to that purpose.

Not enough data with a question that is mostly covered by an email template:

If the question presented by the customer can not be answered with the data provided in the tools, write a short email that answers as many of the questions as possible, but also mentions that you're forward the issue to 'someone who can help you.' And check the 'Escalate to internal support' checkbox.

A question that is not covered in the email templates, but seems simple:

Answer the question as you think best, choose 'New Email - Needs Template' from the menu, and check the 'Escalate to internal support' checkbox.

A question that is not covered in the email templates and requires knowledge you don't have access to:

Skip the email, In 'Comments on assignment' put in the kinds of things you'd need access to, categorize as 'Other', and check the 'Escalate to internal support' checkbox.

Inquires into new services, and really any other sort of unanswerable question:

Skip the email, Categorize as 'This is question needs Sales, Tech Support, etc', and check the 'Escalate to internal support' checkbox.