Make it better

Customer communication is an opportunity to establish and strengthen a relationship. Not just a way to deflect a possible inquiry.

You should know (and tell) whether a package has been delivered or not. And if it has, spare the customer the clutter in their inbox.

You could add the link to track the delivery. And spare the customer the trouble to dig into their incoming messages to find it.

You could suggest a direct way to ask a question. And spare the customer the time to go through the website, the help section, the knowledge base articles, and the feedback form.

Good customer communication often goes unnoticed, because it makes the experiences smooth and does not impose additional tasks on the receiver.

It’s not impossible, and can be achieved with some intention.

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