Email Templates

Things To Keep in Mind

Please remember to send a courtesy copy of every email (CC) to Mr. Chamberlain at [email protected] and in addition to your manager's email. Remember to remain professional in every email you send, no matter how difficult the customer. Always get permission in written form (usually by email) to take apart a device if you must.

Initial Email

Hello [insert client name],

I am [insert name here] from 24 Pin Technologies, I am contacting you about your [short description of issue].

We are ready to diagnose your device. You may drop your device off during your lunch or seventh hour in room 118.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully, 
24 Pin Technologies Team

Reminder Email

This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.

Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order. 

Respectfully,
24 Pin Technologies Team

Closing a Work Order Due to No Responses

This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.

Hello [insert name here],

Thank you for choosing 24 Pin Technologies for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
24 Pin Technologies Team

Customer Satisfaction Survey

After a work order is successfully completed, send this when the work order is closed.

Hello [insert name here],

Thank you for choosing 24 Pin Technologies to resolve your issue. We greatly appreciate your business and invite you to take a short customer satisfaction survey to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24 Pin Technologies.  Your assigned technician(s) was/were  [enter name here]. We hope to work with you again!

The survey can be found here: https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg

Respectfully, 
24 Pin Technologies Team

Follow-Up

One week after a work order is completed, send this to see how their device is doing.

Hello [insert name here],
Thank you for choosing 24 Pin Technologies! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.
Respectfully,
24 Pin Technologies Team

When Temporarily Closed

This template is to be used when we are temporarily closed for one reason or another.

Hello [insert name here],

We are currently closed because [insert reason here]. We are currently unable to process your request, but we will get back to you as soon as we are reponed!

Sincerely,
The 24 Pin Technologies Team