Okay. I’m composing a form email to be used to query one of my tech support customers as to whether or not he’s resolved his challenge, and whether or not I can do anything to help him out.
For background, I’m helping INTERNAL clients. We have the same boss, and I’m not being paid by these folks.
I’m posting some samples. Let me know if any of this is particularly good, bad or weird.
How is the CENSORED PRODUCT NAME call you put in to my department on the CENSORED of August turning out?
Did you get that replacement in?
Can I do anything to help you out?
[INSERT PASTED TEXT OF SUPPORT CALL HERE]
How is the situation with the CENSORED PART NAME installation you called me about last week turning out?
Let me know if I can help in any fashion.
[INSERT PASTED TEXT OF SUPPORT CALL HERE]
How is this CENSORED PRODUCT MAKE AND MODEL call from the 16th turning out?
Let me know if it’s been completed, or if I can somehow help you complete it.
[INSERT PASTED TEXT OF SUPPORT CALL HERE]
I personally don’t care for asking questions in these types of things. I would be more likely to send something like…
**
Dear Luser (KIDDING – don’t include this part )
This e-mail (letter, notice, whatever) is in response to the call you placed to (my department) regarding (application, issue, etc) on (date).
(My department) strives to be as helpful as possible. Please let (my department) know if there is anything we can do to further assist in reconciling (your problem).
You can contact (my department) at (my contact info) for further assistance.
If your issue has been satisfactorily resolved please feel free to disregard this e-mail (letter, notice, whatever).**
or if you prefer, end it with……
If your issue has been satisfactorily resolved please contact (my department) to let us know the issue is closed.
Yep. A little informal for most of the help desks I’ve worked on, and you’re putting the information needed to clue the busy person in on what you’re talking about at the end of the sentence.
So:
On (previous date), you contacted us concerning (this) problem with CPN.
(Have the replacement parts arrived, and, if so, has that resolved the issue?)
(Has the solution we suggested then resolved the issue?)
(If you are still having this issue, do you have any more information we can use to try to help you resolve it?)
I second this one. It’s pretty similar to the form letters we send out to (l)users at work, and they’ve all been approved by legal and assorted other administrative departments first.
I am following Zoid’s suggestion, mostly.
I am going to de-emphasize the department and emphasize contacting me, but I realize that most help desks, to be honest, are more impersonal and have shorter support calls than mine does.
My primary purpose with this email is actually getting the client to tell me the issue is closed so I can close the call. I’m more than glad to help if they have ongoing issues, but 90% of my clients will close calls and then never let me know… a quick email and 75% of them will respond telling me that the issue is fixed. I am required to contact them 3 times post-support-call. I make the last contact via phone. If I still have no response after 24 hours, I turn the issue over to my boss and he tracks down the caller or the caller’s boss to make sure the issue got fixed.
)