Customer Support Training


Overview of Live Agent

How to Change Your Email Signature

Overview of License System

Live Agent

You can access the support system by clicking on the button. 

Email Introduction & Conclusion

When replying to customer queries, you have to be as polite as possible and offer help. Here are some examples of how to start an email and how to end an email. 

Email Introduction

  • I hope this email finds you well.
  • Thank you for your message.
  • Thank you for your query.
  • I hope you enjoyed your weekend. ( When replying to emails after the weekend)
  • It's great to hear from you. (If you are replying to a regular customer who you have corresponded with before)

Email Conclusion

  • Please let me know if there is anything else I can help you with.
  • If you require further assistance, please don't hesitate to contact us.
  • I look forward to hearing from you.
  • Have a lovely day.

If you haven't replied to a customer in 24 hours, you have to apologies for the delay. Here is an example:

Apologies for the delay in getting back to you. We are currently experiencing a high volume of tickets. 

Email Scripts

Here are some email scripts that you can use for general queries 

License key reset

Hello,


Thanks for your email. 


I have reset your license key. Please let me know if there is anything else I can help you with. 


Kind regards,


License request

Hello,


Thanks for sending us your query. 


Please find your license info below:


Download link: 

License key:


Please let me know if there is anything else I can help you with. 


Kind regards,

Bonus

Hello,


Thanks for sending us your receipt.


Please find your bonus info below:


BONUS INFO GOES HERE


Please let me know if there is anything else I can help you with. 


Kind regards,

Cancellation

Hello,


I have cancelled your subscription. Thank you for trying out our software. 


If you need further assistance, please don't hesitate to contact us. 


Kind regards,

Technical error

Hello,


Please try the following:


#1 run CCleaner

#2 run registry cleaner via CCleaner then restart your computer

#3 download the setup.exe

#4 add setup.exe to anti virus / firewall exception

#5 reinstall the software


Please let me know if the above steps have resolved the issue. 


I look forward to hearing from you.


Kind regards,