Responding to Support Emails

One of the best ways a company can make a positive impression on customers is to respond promptly and helpfully when they reach out with questions or feedback. Doing so helps you better understand where users are struggling, gives the opportunity to build relationships with users, and provides a way to delight customers with a helpful response. However, it can be hard to stay on top of the process and efficiently generate responses when emails come in.

This short guide will show you how you can set up Relay to respond to customer support emails in a timely and positive way. Watch the demo video to see how it works, and try out the template to get up and running!

Step 1: Assign Someone to Triage the Review

  • Start your Relay playbook when an email is classified as being a support email that necessitates a response.
  • Assign someone to be responsible for handling the request and responding to the support email.
Step 1: Assign Someone to Triage the Review

Step 2: Reply Quickly, and File a Bug if Necessary

  • Reply to the customer right away, leveraging a templatized message, to let them know you’re on it. Advanced Tip: Use a human in the loop check to review the message and customize the response.
  • Determine if the support email requires fixing a bug, adding a feature request, asking for more information, or just responding without action. Advanced Tip: Use conditions to have various sections of your playbook based on the determined course of action.
  • Take the necessary steps to remedy the issue based on the determined course of action and your practices for doing so.
Step 2: Reply Quickly, and File a Bug if Necessary

Step 3: Close the Loop

  • Once the course of action has been taken (i.e. the bug was fixed, the feature was requested, etc.), reply to the customer to let them know it’s been addressed.
Step 3: Close the Loop

How to set up the Support Email Template

If you’re ready to use Relay for responding to support emails, get started with the playbook here.

It will only take 5 minutes to set up and save you much more than that every time you have a support email to respond to. Once you import the template, here’s what you’ll need to do to get it running:

  1. Connect your template to your support email or method of categorizing support emails.
  2. Customize the actions to take based on various determinations (filing bugs, requesting features, etc.
  3. Integrate with any tools you use in this process.
  4. Test out the playbook with a sample support email.

Ready to get started with Relay?