chase online chat support

Sign in for help with your trips. Your Virtual Agent is here to help. Cancel your trip. Change your trip. Ask about a refund. Chat Now. Browse Help Topics. For general inquiries regarding JPMorgan Chase & Co. or other lines of business, please call. +1 212 270 6000. For Chase Customer Service, please call +1. For other questions about JPMorgan Chase, call 1-212-270-6000. For customer service questions, call 1-800-935-9935. Chase Consumers · Business Banking · Middle.

Chase online chat support -

MBNA Credit Cards

†† To qualify for this offer, an applicant must be approved for the specific credit card account described in the offer. Welcome bonus of 5,000 points will be awarded if $500 in eligible Purchases are made on your Account within the first 90 days of account opening that are not subsequently rescinded, the subject of a charge back request(s) or otherwise disputed. In order to obtain a "Paperless Bonus" of 5,000 bonus points, you must enroll in online banking at www.mbna.ca and consent to Paperless Statements for the account within the first 90 days of account opening, and not subsequently rescind such enrollment throughout this period. For the double the points on restaurant, grocery, digital media, membership, and household utility Purchases offer, for the first 90 days after account opening you will earn an additional 2 points/$1 spent on restaurant, grocery, digital media, membership, and household utility purchases (on top of the regular earn rate of 2 points/$1 spent on such purchases as indicated in the Program terms and conditions), subject to a maximum annual cap of $10,000 in each category. Please allow 8-10 weeks for the applicable bonus points to be posted to your points account. Limit one-time bonus point offer (no cash value) per new account for each bonus point offer. This offer is not available to residents of Quebec. This promotion is offered by MBNA and may be amended or cancelled at any time without notice.

Источник: https://www.mbna.ca/en/

A Sampling of U.S. Companies that Send Call Center Work Offshore

Download a PDF version of this page

Many U.S. companies that receive significant government support in the form of contracts, subsidies, loans, and tax incentives have shuttered U.S. call centers and sent the work and jobs overseas. Some of these companies have also been found guilty of consumer fraud perpetrated from offshore call centers. The list below is just a sampling of companies that have benefited from government assistance only to turn their backs on U.S. workers and communities by shipping call center work offshore.

"Too-Big-to-Fail" Banks

Many of the banks that received federal government bail-outs during the financial crisis are among the largest companies sending U.S. call center jobs offshore.

CAPITAL ONE

  • At the beginning of the financial crisis in 2008, Capital One received $3.56 billion from federal bailout programs, which was later repaid with interest.[1] Despite the critical role the federal government played in Capitol One’s return to profitability, the bank has closed U.S. call centers and sent jobs overseas.

  • Capital One in October 2013 announced the development of a call center and customer service training program with a Philippine partner. The firm is expected to employ 2,200 new associates in a business process outsourcing (BPO) facility in the Philippines. The company’s booming overseas business comes in the wake of an announcement that it would lay off more than 300 employees in Tigard, Oregon.[2]

  • In July of 2012, the federal Consumer Financial Protection Bureau (CFPB) levied its first-ever fine against Capital One for $210 million. The CFPB found Capitol One guilty of slamming nearly two million customers with unrequested or misrepresented services. Capital One’s offshore contracted call center was the source of the misconduct.[3]

JP MORGAN CHASE

  • At the beginning of the financial crisis in 2008, JP Morgan Chase received $25 billion through bailout programs, which was later repaid with interest.[4] Despite the critical role the federal government played in JP Morgan Chase’s return to profitability, the bank has closed U.S. call centers and sent jobs overseas.

  • In September 2013, federal bank regulators fined JPMorgan Chase $80 million and ordered the bank to repay $309 million to customers for slamming nearly 2.1 million customers with unrequested or misrepresented services. A third party vendor was the source of the misconduct, but it is unclear whether the vendor’s call center was located overseas.[5]

  • JPMorgan Chase operates call centers in the Philippines and India.[6]

  • JPMorgan Chase laid-off approximately 850 workers from its Florence, SC call center in the spring 2013.[7] — The U.S. Department of Labor is investigating whether the workers are eligible for Trade Adjustment Assistance (as of 10/30/2013). Trade Adjustment Assistance is a federal program that provides extended unemployment benefits, retraining, and other help to workers who have lost their jobs because their employer moved the work overseas.

  • The U.S. Department of Labor authorized Trade Adjustment Assistance for 145 former JP Morgan Commercial Loan Servicing workers in Louisville, KY who lost their jobs when the work was offshored to India in July 2013. (TAA certified 4/5/2013)

  • JPMorgan Chase closed an Albion, NY call center in September 2013, laying off 400 workers. — Senator Charles Schumer (D-NY) wrote JP Morgan a letter of concern, urging the company to find solutions to avoid the lay-offs.[8]

  • JPMorgan Chase closed its Columbus, OH area call center in September 2013, laying off 440 workers.[9]

  • In October of 2013, JP Morgan Chase agreed to pay $13 billion to settle a case brought by the U.S. Justice Department for bad mortgages issued just before the financial crisis.[10]

WELLS FARGO

  • The banking giant received more than $25 billion in bailout funds from the U.S. Treasury, which was later repaid with interest. Despite the critical role the federal government played in Wells Fargo's return to profitability, the bank is tripling the number of its Filipino employees and has asked some U.S. employees to train their own replacements[11]

  • Wells Fargo laid-off hundreds of employees and moved operations to the Philippines, leaving workers in Florida, California, and Pennsylvania jobless.

BANK OF AMERICA

  • Bank of America received $45 billion in bailout funds from the U.S. Treasury, which was later repaid with interest.[12] Despite the critical role the federal government played in Bank of America’s return to profitability, the bank has closed U.S. call centers and sent jobs overseas.

  • Bank of America offshored 450 customer service jobs from Concord, CA in May of 2012. The work was moved to Costa Rica, Mexico, and the Philippines. The workers at the Concord call center received their certification for Trade Adjustment Assistance on September 9, 2013.

  • In 2013, Ohio lost more than 1,100 jobs when Bank of America closed a large customer service mortgage center in Cleveland and two smaller centers in Independence and Cincinnati.

  • Bank of America also closed a center in Upper St. Clair, Pennsylvania, laying off 209 workers.

  • Bank of America closed its Wichita, KS call center in July of 2011 laying off 310 workers. Bank of America received $72,111 in state grants for this location.

  • Bank of America closed a Fresno, California center, laying off 500 workers in July of 2013. — The Department of Labor is investigating whether their jobs were offshored and the workers are eligible for Trade Adjustment Assistance.[13]

  • In October of 2013, a federal court found Bank of America guilty of fraud for mortgages issued by its Countrywide unit before and during the financial crisis.[14]

CITIGROUP

  • CitiGroup received $45 billion in bailout funds from the U.S. Treasury, which was later repaid with interest. Despite the critical role the federal government played in CitiGroup’s return to profitability, the bank has closed U.S. call centers and sent jobs overseas.

  • The U.S. Department of Labor authorized the payment of Trade Adjustment Assistance as a result of CitiGroup offshoring of the following jobs at these locations: — 82 IT jobs in New York City and Irving, TX that were moved to Budapest and London in March 2012. (TAA certified 4/17/2013) — 20 Financial Analysts and Banking Services jobs in New York City and Tampa, FL that CitiGroup moved to Costa Rica and India in 2012. (TAA certified 4/5/2012)

  • CitiGroup laid off 120 workers in Danville, IL in July 2013, even as it continues to operate call centers overseas.[15]

Companies that Receive Federal Contracts, State and Local Subsidies

Companies that receive lucrative federal government contracts to provide call center services are among the leading exporters of call center work to overseas locations, eliminating good jobs at home.

HEWLETT PACKARD

  • Hewlett Packard’s services division, HP Enterprises, has a $220 million federal contract to operate call centers for the U.S. Customs and Immigration Service. The company also has a $16 million General Services Administration call center contract.

  • In July 2013, Hewlett Packard eliminated 500 call center jobs in Conway, Arkansas, even though it received $43 million in state and local incentives to support that call center.[16] — HP’s call center locations now include Costa Rica and India. — The U.S. Department of Labor authorized Trade Adjustment Assistance for the laid-off HP workers in Conway Arkansas on July 19, 2013.

  • In addition, laid-off former HP workers at the following locations received Trade Adjustment Assistance: — HP’s Omaha, NE call center offshored customer service jobs in 2012. (certified 9/12/2013) — Andover, MA lost 50 software R&D jobs when HP offshored the work to India in 2012. (certified 8/23/2013)

SYKES ENTERPRISES

  • Sykes Enterprises, a company that handles support and technical calls, holds a $23 million federal contract to operate call centers for the Federal Citizen Information Center of the General Services Administration.

  • Sykes received millions of dollars in loans and tax breaks from small towns in Oregon, Maine, and Florida to locate call centers. Just a few years later, Sykes relocated operations to Asia.[17]

  • Sykes received $2 million from Florida in 2000 to help start its call center business.[18]

  • The U.S. Department of Labor approved Trade Adjustment Assistance in recent years for former Sykes workers in these locations: — Spokane Valley, WA lost 328 customer service jobs in 2012 when Sykes offshored the work to Canada and India. (certified 7/25/2013 and 5/9/2012) — Langhorne, PA lost over 100 customer service jobs when Sykes moved the work to the Philippines. (certified 9/18/2012) — Morganfield, KY lost 93 customer service jobs when Sykes moved the work to Mexico. (certified 8/2/2011)

CONVERGYS

  • Convergys holds a $27 million federal contract to operate call centers for the Corporation for National Community Service.

  • In March of 2010, Convergys offshored its Albuquerque call center laying off 677 IT support workers.[19] — The U.S. Department of Labor certified these workers to receive Trade Adjustment Assistance. (certified 9/17/2010) — The company received $894,580 in state training subsidies for call center workers over its three years of operation.

Companies that Receive Taxpayer Subsidies

State and local governments use tax incentives and subsidies to encourage job growth. Economic development agencies often target call centers for these incentives because they can hire hundreds of entry-level workers in a short timeframe. In some cases, companies accept these incentives only to close down their call centers a few years later, leaving workers unemployed and communities with even smaller tax bases.

T-MOBILE

  • In 2012, T-Mobile closed seven U.S. call centers— putting 3,300 employees out of work—after accepting $61 million in state and local subsidies.[20] T-Mobile opted to shutter U.S. workplaces and move jobs to Honduras and the Philippines. The company denied any of the work was moved overseas. In July 2012, the Communications Workers of America won Trade Adjustment Assistance benefits for these workers after documenting that their work had, in fact, been offshored.[21] — The seven shuttered closed call centers and the number of displaced workers: Frisco, TX (615 workers), Redmond, OR (359 workers), Allentown, PA (600 workers), Lenexa, KS (400 workers), Thorton, CO (440 workers), Brownsvile, TX (473 workers), Ft. Lauderdale, FL (500 workers).

PRUDENTIAL FINANCIAL

  • In August 2013, a Prudential Annuities office offshored 40 call center and administrative assistants’ jobs in Shelton, CT.[22] — The workers that lost their jobs received Trade Adjustment Assistance (certified September 17, 2010) — This location received $12.6 million in state and local tax credits and subsidies [23]


Endnotes

1 projects.propublica.org/bailout/entities/66-capital-one-financialcorp

2 Fenit Nirappil, "Capital One Hiring for 120 Positions in Tigard After Announcing Hundreds of Layoffs in 2013," OregonLive.com, Sept. 27, 2013; Amy R. Remo, "U.S. Banking Giant Sets Up BPO in Alabang," Philippine Daily Inquirer, Oct. 3, 2013.

3 businessinsider.com/capital-one-has-to-pay-out-210-million-in-the-first-ever-consumer-financial-protection-bureau-case-2012-7

4 projects.propublica.org/bailout/entities/282-jpmorgan-chase

5 businessweek.com/news/2013-09-19/jpmorgan-to-pay-389- million-over-regulators-card-add-on-claims

6 Miguel Leiva-Gomez, "JP Morgan Chase Moves Jobs to Manila," Business Process Outsourcing, Apr. 3, 2013; "Albion Call Center Closing, 400 Jobs Lost," BizJournals, Jun. 7, 2013.

7 wbtw.com/story/21551140/former-employee-reacts-to-jpmorgan- chase-layoffs

8 schumer.senate.gov/Newsroom/record.cfm?id=344009

9 dispatch.com/content/stories/business/2013/09/23/chase-plans-new-round-of-layoffs-440.html

10 reuters.com/article/2013/10/19/us-jpmorgan-settlement-idUSBRE99I09020131019

11 Karl Rusnak, “Taxpayer Dollars Funding Foreign Worker Training, Economy in Crisis,” Apr. 20, 2012.

12 projects.propublica.org/bailout/entities/27-bank-of-america

13 "Bank of America: Thanks for the Bailout, We’ll Create Some Jobs... In the Philippines," AllGov News, May 31, 2012; Thomas Olson, "Bank of America to Lay Off 209 in Upper St. Clair," TribTotalMedia, Aug. 6, 2013; Juanita Stevenson, "Valley Works: Bank of America Employees Expect Layoffs," KSFN TV online, Jul. 28, 2013.

14 forbes.com/sites/halahtouryalai/2013/10/23/us-govt-takes-bank-of-america-to-court-and-wins-jury-finds-countrywide-guilty-of-fraud

15 wandtv.com/story/22880206/citi-group-closing-call-centerin-danville

16 U.S. Department of Labor, TAA Decision 82287; Bill Anderson, “Call Centers in Costa Rica Employ 16,000 People While Developing a Middle Class,” Costa Rica Star, May 18, 2012; “HP Set Up Call Centers in India”

17 For full details, see CWA, “Why Shipping Call Centers Overseas Hurts Us Back Home,” Apr. 2012. See also Scott Barancik, “Small Towns Lose After Gambling on Sykes Jobs,” St. Petersburg Times, Mar. 27, 2004.

18 goodjobsfirst.org/subsidy-tracker

19 bizjournals.com/albuquerque/stories/2010/03/15/daily40.html?page=all

20 Nat Levy, “Protesters Decry T-Mobile’s Decision to Close Call Centers,” Bellevue Reporter, Apr. 6, 2012; Good Jobs First, Money on the Line, Sept. 2011.

21 U.S. Department of Labor, TAA Decision 81520; “U.S. Labor Department Confirms that T-Mobile U.S.A Offshores Work,” CWA News, Jul. 19, 2012.

22 articles.courant.com/2013-08-23/business/hc-prudential-jobs-went-overseas-20130823_1_call-center-trade-adjustment-assistance-new-jobs

23 goodjobsfirst.org/subsidy-tracker

Источник: https://cwa-union.org/pages/a_sampling_of_companies_that_send_call_center_work_offshore

Business Chat

A whole new way to talk to companies.

Now you can ask for information, schedule appointments, and even make purchases right in Messages on your iPhone or iPad. Which makes connecting with your favorite companies as easy as texting your favorite people.

A conversation that’s easy to start.

If you’re looking up a company in Maps, Safari, or Search, simply tap the Messages icon to send a text. Many businesses also let you start a conversation directly from their own app or website.

Control what you share. And when you chat.

Only you can start a conversation. And when you do, the company can’t see personal information, like your name or phone number, unless you choose to share it for appointments or deliveries. Once you delete a message thread, the company can’t contact you again until you start another conversation.

Talk to a real person. Or easily get to one.

Most often, your conversations will be with a live agent. You might get a fast, automated response for simple requests, but a real person will be available if needed.

Pay for purchases right then and there.

If you’d like to make a purchase, you can complete it using Business Chat. With Apple Pay, it’s even easier because you can pay with just a touch or a glance without leaving the Messages conversation.

Skip the call. Save some time.

Why wait on hold to ask a question when you can simply get a text instead? If you’re too busy to reply at the moment, no problem. You can get back to the conversation when it’s convenient. Scheduling an appointment is easy, too. Because Business Chat is built into iOS, it can let you know about any conflicts on your calendar.

Give it a go.

We’re already working with a variety of innovative companies who want to connect to their customers through Business Chat. And we’ll be adding many more partners over time.

Business Chat is included in the latest iOS.

See how to upgrade to the latest iOS

Источник: https://www.apple.com/ios/business-chat/

How to Write Support Emails Your Customers Will Love

You’re swamped. You’ve got 300 new email support tickets for your app with all sorts of other ideas and things to be done outside of answering them. You’re answering emails for hours a day but the inbox never drains down.

The good news is that you’re not alone, and you’re in the right place.

I’m going to show you how I handle support tickets. I’m not promising the holy grail — or anything close. I can’t magically make those emails answer themselves.

What I can offer is a way to stay on top of your emails without them being on top of you — a way to answer more support tickets faster and easier.

And if you can answer them faster and easier, then you can get your support email inbox down to zero in no time.

Give me a little time now, and I’ll save you a lot of time in the future and help you get your support load under control. Once you learn how to write a better email, you’ll be faster at answering support emails and, more importantly, your customers will love getting them.

Download the ebook

Download this free guide by filling out the form below.

Download the ebook

1. We’ve got your email

Each time someone emails you asking for help, you need to let them know you received their email. It takes away the anxiety of “Did they get my email? Should I send it again?”

Bad response

Hi!

We just received your inquiry. We’ll get back to you about your order as soon as possible. For your records, your support ticket number is 1234567. Include it in any future correspondence you might send.

- The App Team

Notes:

  • Ever hear of the word “thanks”?
  • The words inquiry and correspondence are too formal — unless you’re writing to the Queen of England, then you can use them.
  • Instead of having the customer worry about ticket numbers, let them know they can just reply to that email to update their ticket.
  • Personalize it! Even if you’re on a big support team, send out the email as being from your head support rep. Anything other than the generic “team.”

Good response

Hi there!

Thanks for your order with us! This is an automatic email just to let you know I’ve got your email. I’ll get you an answer back shortly.

Thanks!

Chase Clemons
Customer Support

2. Feature requests that you’re not working on

Every team gets feature requests. When you’re not actively working on it, tell the customer so. Be as honest as you can with them so they can decide if they need to move to another app.

Example request

Hello Support!

I was looking for this feature and couldn’t find it. Do you have it? If not, could you add it to your feature request list?

- John Doe

Bad response

Hi there!

Thanks for submitting your feature request. We get lots of requests each day, so we’re not able to respond to each one. But do know that we read each and every one of them.

Don’t hesitate to let us know if you have any questions or comments.

- The App Team

Notes:

  • Thank them for using your app and their idea, not just for “submitting” it, which is a weird word to use here.
  • They are probably not reading “each and every” feature email. Toss that phrase out because it’s probably a lie.
  • The last paragraph comes across as formal again. Liven up the ending!

Good response

Hi John!

Thanks for using our app!

We haven’t added {FEATURE} into it yet. But I think that’s an awesome idea! Having it would definitely {INSERT REASON WHY IT WOULD BE COOL}.

We’re not working on that at the moment, but I’ll pitch it to the team and see what they think.

If you have any other questions, just let me know, and I’ll be happy to help. And have a fantastic Tuesday!

Chase Clemons
Customer Support

3. Feature requests that you are working on

Since you know your team is working on this, let the customer know. Even if you don’t have a timeline for it, the customer will love that you’re working on that new feature.

Example request

Hello Support!

I was looking for this feature and couldn’t find it. Do you have it? If not, could you add it to your feature request list?

- John Doe

Bad response

Hi there!

Thanks for submitting your feature request. We get lots of requests each day so we’re not able to respond to each one. But do know that we read each and every one of them.

Don’t hesitate to let us know if you have any questions or comments.

- The App Team

Notes:

Same as with the last feature request email.

Good response

Hi John!

Thanks for using our app!

We haven’t added {FEATURE} into it yet. But I think that’s an awesome idea! In fact, we loved the idea so much we began working on it a short time ago. I don’t have an ETA from the team behind it yet, but from their last update, I’d say we’re close to launching it.

If you have any other questions, just let me know, and I’ll be happy to help. And have a fantastic Tuesday!

Chase Clemons
Customer Support

4. Troubles with the browser itself

A lot of times, a wonky behavior will be from the browser itself: A rogue extension, something hung in the cache, who knows. Here’s how to have them clear it out.

Example request

Hello Support!

My browser isn’t showing your website formatting right. It looks like all the colors, backgrounds, and fonts have been stripped out. Any idea what’s going on?

- John Doe

Bad response

Hello!

Typically when that happens, it’s some corrupted data hung up in your browser. Can you try a hard refresh and clean out your cache? That should fix it.

Let me know if this doesn’t help.

- The App Team

Notes:

  • You know their name. Use it!
  • Corrupted data, hard refresh, clean a cache? Stay away from complicated wording.
  • Make sure to include clear instructions on how they do this in their own browser. Linking over to a support page you have listing the different ways works best here

Good response

Hi Jane!

Definitely strange! I think there’s some wonky data hung up in your browser. Can you try clearing your cache, cookies, and restarting it? It’s sounds intimidating but I’ve got some guides here to walk you through it: {add links to instructions}.

If it’s still a no-go after that, can you try a different browser? That’ll help me rule in/out the browser as the culprit here.

If this doesn’t work or you have more questions, just let me know, and I’ll be happy to help!

Chase Clemons
Customer Support

5. Extensions in the way

With as many browser extensions as there are out there, sometimes one of them will get in the way of your app.

Example request

Hi Support,

My browser isn’t showing your app formatting right. It looks like all the colors, backgrounds, and fonts have been stripped out. Any idea what’s going on? The only thing I did this morning was update an extension I use.

- Christopher

Bad response

Hello!

It sounds like it’s something to do with that browser extension you use. You’ll want to talk with the team behind it to see why.

Let me know if this doesn’t help.

- The App Team

Notes:

  • Don’t just pass off responsibility to the team with the extension. At least help where you can.

Good response

Hi Christopher!

I'm sorry about those formatting troubles! Since it just happened after that extension, it's probably something with it. Can you try disabling it and let me know if it works again after that? If that extension is the culprit, I'll email their development team and see how we can get that worked out.

Thanks!

Chase Clemons
Customer Support

6. Supporting only certain browsers

As browsers keep getting better and better, your team will start dropping support for older ones. Just explain why and encourage the customer to upgrade to the latest one. It’s in their best interest and yours.

Example request

Hi!

I was prompted to upgrade my browser from Internet Explorer 8 to 9. I’d rather not do this. Is there any way around those compatible browsers?

- Bob Smith

Bad response

Hi Mr. Smith,

For the best experience, you’ll need to be running the IE9 rather than your current browser. I’m sorry for any inconvenience that may cause.

Please reply with any questions you might have.

Notes:

  • Explain why you only support specific browsers. But make sure to explain it in a way they can understand.
  • Stay away from the “inconvenience” phrase. Right now, they can’t get to your app because they have an older browser. That’s not just inconvenient, it’s a flat out problem. It’s like being locked out of their car.

Good response

Hi Bob!

Thanks for checking out my app!

Our app was built to support modern browsers, so we dropped support for certain ones -- it just can’t provide the same web experience that other browsers can. To support those older browsers would mean that we can’t optimize our interfaces or provide an enhanced customer experience in our apps — it would mean slower progress, less progress, and in some places, no progress. We wanted to make sure the experience is the best it can be for the vast majority of our customers, so supporting them would have held us back.

You can check out those compatible browsers at the link here: {insert link}.

If you have any other questions, just let me know, and I’ll be happy to help. And have an awesome Wednesday!

Chase Clemons
Customer Support

7. Cancelling an account

Customers will inevitably forget to cancel their account before their next billing cycle starts. You’ll want to cancel it and get that refund headed to them all at once.

Example request

Hi!

I forgot to cancel my cable/internet package in time before this month’s charge. Can you cancel it for me?

- Jack D.

Bad response

Hello,

You’ll be able to cancel your account by logging in and going to your Information page. There’s a cancel link at the top of that page.

Please reply to this email with any future questions.

Notes:

  • They’re canceling their account and you want them to go back in and complete some more steps? Just do it for them since it’ll have them leaving on better terms.
  • Make sure to include that you’re refunding their charge.

Good response

Hi Bob!

Sorry about that charge! I’ve cancelled your account and got that refund headed your way. You should see that refund on your statement within a few days.

If you have any other questions, please reply to this email, and I’ll be happy to help. And have a fantastic weekend!

Chase Clemons
Customer Support

8. Getting a traceroute

Asking for a traceroute for a customer to see if they’re reaching your server can be scary. It’s a technical thing that many customers will be intimidated by. Strive to make it as painless as possible.

Example request

Hi!

I’ve not been able to access my account this morning. It’s like the site is down from my end. Are you running into any network issues?

- Bill Johnson

Bad response

Hello,

I'm sorry for the inconvenience from this. Can you perform a trace route to your account to see if you can reach the servers via your Internet network connection? This will help our programmers see what might be the problem.

- Bad App Team

Notes:

  • There’s that “inconvenience” phrase again. Just never use it.
  • Traceroutes can be scary for a customer. Walk them through how to do one.
  • Thank them for helping you out with this. It goes a long way to actively get them involved in figuring out what’s going on.

Good response

Hi Bill!

I’m sorry about those access troubles! The app’s looking good on my end with your account. Can you perform a traceroute to help me figure this one out? I know this might sound like a scary tech tool but I’ll walk you through it.

Here’s the steps to do that traceroute:

For Windows:

  1. Go to Start (start button on the lower left of the desktop)
  2. Choose ‘Run’
  3. Type: “cmd” (no quotes)
  4. This should bring up a DOS prompt. Once there, type: “tracertmyapp.supportops.co” (without quotes and including your subdomain).

For Mac:

Open Network Utility from your Utilities folder, select the Traceroute tab, enter “myapp.supportops.co” (without quotes and including your subdomain) and click the trace button.

It may take a few minutes to complete the trace. The result will be a series of text output that shows hops from your computer to our server. Copy this output and send it to me in a reply to this email message. I’ll have our programmers take a look and see what’s going on.

Thanks for your help with this!

Chase Clemons
Customer Support

9. Emails blocked by a firewall

If a customer is behind a pretty strict firewall, email notifications from your app might be blocked. Here’s how to have them check.

Example request

Hi there,

I’m no longer receiving email notifications from our forum. Any idea what’s going on?

- Lisa

Bad response

Hello Lisa,

Follow these tips to troubleshoot your issue:

  1. Make sure you have not adjusted your notification settings.
  2. Check your spam or junk email filter to make sure that emails coming from us aren’t being placed in this folder. If they are, be sure to add our email domain to your email account’s safe senders list.
  3. If you’re still not receiving emails from us, please contact your ISP (Internet Service Provider) to ensure that they are not blocking email traffic coming from us.

If the issue continues, please let me know.

- The Forum Team

Notes:

  • First, don’t write like a robot. But I think you knew that one sounded like a robot wrote it.
  • Go ahead and give them the IP addresses with instructions to pass them on to their IT team. That’ll go a long way, and the IT team can make sure not to block anything from that address.
  • If none of those work, check out your email logs and see if you’re sending those emails out right. Any logs you can provide to the IT team will help out.

Good response

Hi Lisa!

I’m so sorry for the email troubles!

Would you mind checking to be sure that supportops.co is whitelisted with your email server? Sometimes, our forum email notifications get caught in spam filters at the server level. The domain and IP from which emails are sent is: {INSERT DOMAIN/IP ADDRESS HERE}.

If you send me a link to a message for the notifications you did not receive but should have, I’d be happy to look through our email logs and see exactly where that email travelled. That’ll help your IT team figure out where it’s going.

Thanks!

Chase Clemons
Customer Support

10. Online only

Customers will ask about using your app when they’re on a plane or out in the middle of nowhere without Internet access.

Example request

Hello,

Is your cable TV app accessible only with an Internet connection? What happens when I can’t get to a network?

- James Bee

Bad response

Hello,

Our app is online only at the moment. Sorry for any inconveniences from this!

Please reply to this email with any future questions.

- App Team

Notes:

  • Arg, it’s that “inconvenience” phrase again!
  • Have a little empathy. Don’t just blow them off with an email.

Good response

Hi James!

At the moment, you’ll only be able to watch shows with an Internet connection. I know, it can suck at times. I’m without Internet access on the weekends, so I can feel your pain on missing shows. I’m pushing pretty hard for a download episode option, so hopefully we’ll get something soon!

If you have any other questions, please reply to this email, and I’ll be happy to help. And have a wonderful weekend!

Chase Clemons
Customer Support

11. Criticisms by customers

You’ll always have a few emails from customers about what you’re doing wrong. Some have specifics, some are vague. Here’s the best way to approach them.

Example request

Your phone service sucks.

- Erin

Bad response

Hello,

I’m sorry for the inconveniences with our phone service. What specifically wasn’t working for you? I’ll pass it on to the rest of the team.

- Customer Service Team

Notes:

  • Say you’re sorry. You’re there to help people, not make them angrier with a bad opening line to an email.
  • Find out what they like and don’t like. That’ll help you find out how they’re using your service. And it’ll remind the customer about the good things they do enjoy about you.

Good response

Hi Erin!

I’m so sorry you’re not finding our service useful! What do you like and not like with it? I’ll be more than happy to see how we can help out.

Chase Clemons
Customer Support

12. Getting by without a sales team

Your team is small and there’s not really a reason or the money to hire a dedicated sales team. Larger customers expect you to have one, but here’s how you can help them without one.

Example request

Hi,

I’m looking at your service for my entire company. Do you have any sales reps that can walk me through this?

- Holly

Bad response

Hi,

Thanks for looking at our service for your team! We don’t have any sales reps like that, but our website should answer any questions you have. If you find something not answered there, let me know.

- Customer Support

Notes:

  • The support team is the sales team. You should be ready to answer any question a customer has.
  • Be flexible on how the customer wants to talk with you.
  • Be excited and thankful they’re checking out your team. That excitement can go a long way with a customer.

Good response

Hi Holly!

That’s awesome! I hope we can be a great tool for your company. We don’t have a dedicated sales rep like that since we’re such a small team. But I’d be more than happy to answer any questions you have. We can do that via email, or if you have some free time, I can jump on a call with you. Just let me know what works best for you.

And thanks again for checking out our tool for your team!

Chase Clemons
Customer Support

13. Saying thanks

If you do your job right, every ticket will be resolved at the end. Don’t leave your customers hanging without some reply to finish things up.

Example request

Hi there!

That last step did the trick. Thanks for figuring it out!

- Steve Grifton

Bad response

Hello Steve,

Glad we could get that problem fixed. Please write back with any future questions you might have.

- The app team

Notes:

  • That’s the corporate robot writing emails again.
  • Have fun. Leave them with something memorable. Bring a smile to their face.

Good response

Hi Steve!

Awesome! Glad that got it fixed.

Just remember, we’re always an email away if you need help. (Well, help with our app. I have no clue about good vacation spots in Alaska.)

Chase Clemons
Customer Support

14. Use an app to speed up your typing

With all of these emails, you don’t want to memorize them or copy/paste them out of some list. Remember, I said I’d help with making you faster at answering emails, not just add more steps to it.

It’s tempting to send automated, canned replies to some requests. Don’t. It’s impersonal. It takes away the trust the customer has with you. It breaks an already fragile relationship. They’re in the midst of a crisis, and you didn’t even read their email but automatically sent back a reply anyway.

They don’t work, never worked, and won’t ever work.

But like all good math rules, there’s a corollary to that. You CAN use pre-set snippets to help speed up your responses.

For instance, there might be a project that your team is actively working on. But you might see 15-20 emails every day asking about that option, tool, feature, etc. Sure, I could retype each and every email to a customer. But that’s wasting the customer’s time and my time. They just want an answer.

Enter saved replies.

Help Scout’s saved replies let you save responses to frequently asked questions and insert them into email responses in just a couple of clicks. Before sending, you can customize the name and add a few other things — like “Go Tigers” if they’re an Auburn fan. When it’s ready, send it and move on to the next ticket.

Saved replies let you work a lot faster than before. An email ticket about that project from before only takes around ten seconds from start to finish. That’s way better than the five minutes it’d take you to find the info you need and type it all back out. Way better than even thirty seconds of looking for it on a list and then choosing to copy/paste.

With canned automated emails, no one but the computer ever reads them. That’s wrong… so utterly wrong.

With saved replies, a person actually reads the email, understands what’s going on, and then replies back quicker than having to compose that email from scratch.

Think about how much faster you can be when you start using saved replies.

15. A few last minute tips & tricks

Before we finish up, I want to leave you with a few tips and tricks that you can use for every email you write.

  • Use their name! Customers love when you say “Hi Bob!” rather than just a generic “Hello” or “Hi there.”
  • Make sure to say thanks for using your app. There’s usually a lot of choices out there, and your customer has chosen you. At least say thanks and mean it.
  • Talk like they do. Don’t use formal writing or words that you wouldn’t use in real life. Write like you would write to a friend.
  • Short, simple sentences reign. Break up long paragraphs into readable ones. They’re reading an email, not a novel.
  • For feature requests, repeat their idea and relate to it if you can. This shows them that you actually read their email and didn’t just skip over it.
  • If you can, tell them about new features. It shows that your team is always working on your app.
  • Close your email on a highlight. “Happy Friday!” or another date-specific line let’s them know you’re writing the email on that day. If you see they have an auburn.edu email address, throw in a “Go Tigers!” or other tidbit.

That’s it

You’ve got my best emails, the ones that I use for most of the customers I interact with.

With these emails, you’ll be faster, and your customers will love the emails they get from you.

So now what?

Don’t just copy/paste my emails into your collection of responses. If you do, you won’t sound like you. You’ll end up sounding like me.

Instead, look at how I ended up writing those emails.

In college, I had a class on politics and writing. My professor gave us four essays to study for the first class — two pretty horribly written ones and two outstanding ones. Then, we talked about what set them apart, the mistakes from the bad ones, the right phrases and tone from the better ones.

That’s the idea I had in mind when writing this. I wanted you to be able to see bad examples and learn from them. I wanted you to see better emails and learn from them. Not to straight up copy, rather to see what goes into a great email to a customer.

Take the notes from each email and write your own. That way, when a customer gets it from you, it’ll really sound like you.

Thanks for writing better emails.

Источник: https://www.helpscout.com/guide-to-better-email/

Your Privacy Rights

Investopedia and our third-party partners use cookies and process personal data like unique identifiers based on your consent to store and/or access information on a device, display personalized ads and for content measurement, audience insight, and product development. To change or withdraw your consent choices for Investopedia.com, including your right to object where legitimate interest is used, click below. At any time, you can update your settings through the "EU Privacy" link at the bottom of any page. These choices will be signaled globally to our partners and will not affect browsing data. List of Partners (vendors)

We and our partners process data to:

Actively scan device characteristics for identification. Use precise geolocation data. Store and/or access information on a device. Select personalised content. Create a personalised content profile. Measure ad performance. Select basic ads. Create a personalised ads profile. Select personalised ads. Apply market research to generate audience insights. Measure content performance. Develop and improve products. List of Partners (vendors)

Источник: https://www.investopedia.com/chase-sapphire-reserve-credit-card-review-4796328

Your Privacy Rights

Investopedia and our third-party partners use cookies and process personal data like unique identifiers based on your consent to store and/or access information on a device, display personalized ads and for content measurement, audience insight, and product development. To change or withdraw your consent choices for Investopedia.com, including your right to object where legitimate interest is used, click below. At any time, you can update your settings through the "EU Privacy" link at the bottom of any page. These choices will be signaled globally to our partners and will not affect browsing data. List of Partners (vendors)

We and our partners process data to:

Actively scan device characteristics for identification. Use precise geolocation data. Store and/or access information on a device. Select personalised content. Create a personalised content profile. Measure ad performance. Select basic ads. Create a personalised ads profile. Select personalised ads. Apply market research to generate audience insights. Measure content performance. Develop and improve products. List of Partners (vendors)

Источник: https://www.investopedia.com/chase-sapphire-reserve-credit-card-review-4796328

How to Write Support Emails Your Customers Will Love

You’re swamped. You’ve got 300 new email support tickets for your app with all sorts of other ideas and things to be done outside of answering them. You’re answering emails for hours a day but the inbox never drains down.

The good news is that you’re not alone, and you’re in the right place.

I’m going to show you how I handle support tickets. I’m not promising the holy grail — or anything close. I can’t magically make those emails answer themselves.

What I can offer is a way to stay on top of your emails without them being on top of you — a way to answer more support tickets faster and easier.

And if you can answer them faster and easier, then you can get your support email inbox down to zero in no time.

Give me a little time now, and I’ll save you a lot of time in the future and help you get your support load under control. Once you learn how to write a better email, you’ll be faster at answering support emails and, more importantly, your customers will love getting them.

Download the ebook

Download this free guide by filling out the form below.

Download the ebook

1. We’ve got your email

Each time someone emails you asking for help, you need to let them know you received their email. It takes away the anxiety of “Did they get my email? Should I send it again?”

Bad response

Hi!

We just received your inquiry. We’ll get back to you about your order as soon as possible. For your records, your support ticket number is 1234567. Include it in any future correspondence you might send.

- The App Team

Notes:

  • Ever hear of the word “thanks”?
  • The words inquiry and correspondence are too formal — unless you’re writing to the Queen of England, then you can use them.
  • Instead of having the customer worry about ticket numbers, let them know they can just reply to that email to update their ticket.
  • Personalize it! Even if you’re on a big support team, send out the email as being from your head support rep. Anything other than the generic “team.”

Good response

Hi there!

Thanks for your order with us! This is an automatic email just to let you know I’ve got your email. I’ll get you an answer back shortly.

Thanks!

Chase Clemons
Customer Support

2. Feature requests that you’re not working on

Every team gets feature requests. When you’re not actively working on it, tell the customer so. Be as honest as you can with them so they can decide if they need to move to another app.

Example request

Hello Support!

I was looking for this feature and couldn’t find it. Do you have it? If not, could you add it to your feature request list?

- John Doe

Bad response

Hi there!

Thanks for submitting your feature request. We get lots of requests each day, so we’re not able to respond to each one. But do know that we read each and every one of them.

Don’t hesitate to let us know if you have any questions or comments.

- The App Team

Notes:

  • Thank them for using your app and their idea, not just for “submitting” it, which is a weird word to use here.
  • They are probably not reading “each and every” feature email. Toss that phrase out because it’s probably a lie.
  • The last paragraph comes across as formal again. Liven up the ending!

Good response

Hi John!

Thanks for using our app!

We haven’t added {FEATURE} into it yet. But I think that’s an awesome idea! Having it would definitely {INSERT REASON WHY IT WOULD BE COOL}.

We’re not working on that at the moment, but I’ll pitch it to the team and see what they think.

If you have any other questions, just let me know, and I’ll be happy to help. And have a fantastic Tuesday!

Chase Clemons
Customer Support

3. Feature requests that you are working on

Since you know your team is working on this, let the customer know. Even if you don’t have a timeline for it, the customer will love that you’re working on that new feature.

Example request

Hello Support!

I was looking for this feature and couldn’t find it. Do you have it? If not, could you add it to your feature request list?

- John Doe

Bad response

Hi there!

Thanks for submitting your feature request. We get lots of requests each day so we’re not able to respond to each one. But do know that we read each and every one of them.

Don’t hesitate to let us know if you have any questions or comments.

- The App Team

Notes:

Same as with the last feature request email.

Good response

Hi John!

Thanks for using our app!

We haven’t added {FEATURE} into it yet. But I think that’s an awesome idea! In fact, we loved the idea so much we began working on it a short time ago. I don’t have an ETA from the team behind it yet, but from their last update, I’d say we’re close to launching it.

If you have any other questions, just let me know, and I’ll be happy to help. And have a fantastic Tuesday!

Chase Clemons
Customer Support

4. Troubles with the browser itself

A lot of times, a wonky behavior will be from the browser itself: A rogue extension, something hung in the cache, who knows. Here’s how to have them clear it out.

Example request

Hello Support!

My browser isn’t showing your website formatting right. It looks like all the colors, backgrounds, and fonts have been stripped out. Any idea what’s going on?

- John Doe

Bad response

Hello!

Typically when that happens, it’s some corrupted data hung up in your browser. Can you try a hard refresh and clean out your cache? That should fix it.

Let me know if this doesn’t help.

- The App Team

Notes:

  • You know their name. Use it!
  • Corrupted chase online chat support, hard refresh, clean a cache? Stay away from complicated wording.
  • Make sure to include clear instructions on how they do this in their own browser. Linking over to a support chase online chat support you have listing the different ways works best here

Good response

Hi Jane!

Definitely strange! I think there’s some wonky data hung up in your browser. Can you try clearing your cache, cookies, and restarting it? It’s sounds intimidating but I’ve got some guides here to walk you through it: {add links to instructions}.

If it’s still a no-go after that, can you try a different browser? That’ll help me rule in/out the browser as the culprit here.

If this doesn’t work or you have more questions, just let me know, and I’ll be happy to help!

Chase Clemons
Customer Support

5. Extensions in the way

With as many browser extensions as there are out there, sometimes one of them will get in the way of your app.

Example request

Hi Support,

My browser isn’t showing your app formatting right. It looks like all the colors, backgrounds, and fonts have been stripped out. Any idea what’s going on? The only thing I did this morning was update an extension I use.

- Christopher

Bad response

Hello!

It sounds like it’s something to do with that browser extension you use. You’ll want to talk with the team behind it to see why.

Let me know if this doesn’t help.

- The App Team

Notes:

  • Don’t just pass off responsibility to the team with the extension. At least help where you can.

Good response

Hi Christopher!

I'm sorry about those formatting troubles! Since it just happened after that extension, it's probably something with it. Can you try disabling it and let me know if it works again after that? If that extension is the culprit, I'll email their development team and see how we can get that worked out.

Thanks!

Chase Clemons
Customer Support

6. Supporting only certain browsers

As browsers keep getting better and better, your team will start dropping support for older ones. Just explain why and encourage the customer to upgrade to the latest one. It’s in their best interest and yours.

Example request

Hi!

I was prompted to upgrade my browser from Internet Explorer 8 to 9. I’d rather not do this. Is there any way around those compatible browsers?

- Bob Smith

Bad response

Hi Mr. Smith,

For the best experience, you’ll need to be running the IE9 rather than your current browser. I’m sorry for any inconvenience that may cause.

Please reply with any questions you might have.

Notes:

  • Explain why you only support specific browsers. But make sure to explain it in a way they can understand.
  • Stay away from the “inconvenience” phrase. Right now, they can’t get to your app because they have an older browser. That’s not just inconvenient, it’s a flat out problem. It’s like being locked out of their car.

Good response

Hi Bob!

Thanks for checking out my chase online chat support app was built to support modern browsers, so we dropped support for certain ones -- it just can’t provide the same web experience that other browsers can. To support those older browsers would mean that we can’t optimize our interfaces or provide an enhanced customer experience in our apps — it would mean slower progress, less progress, and in some places, no progress. We wanted to make sure the experience is the best it can be for the vast majority of our customers, so supporting them would have held us back.

You can check out those compatible browsers at the link here: {insert link}.

If you have any other questions, chase online chat support let me know, and I’ll be happy to help. And have an awesome Wednesday!

Chase Clemons
Customer Support

7. Cancelling an account

Customers will inevitably forget to cancel their account before their next billing cycle starts. You’ll want to cancel it and get that refund headed to them all at once.

Example request

Hi!

I forgot to cancel my cable/internet package in time before this month’s charge. Can you cancel it for me?

- Jack D.

Bad response

Hello,

You’ll be able to cancel your account by logging in and going chase online chat support your Information page. There’s a cancel link at the top of that page.

Please reply to this email with any chase online chat support questions.

Notes:

  • They’re canceling their account and you want them to go back in and complete some more steps? Just do it for them since it’ll have them leaving on better terms.
  • Make sure to include that you’re refunding their charge.

Good response

Hi Bob!

Sorry about that charge! I’ve cancelled your account and got that refund headed your way. You should see that refund on your statement within a few days.

If you have any other questions, please reply to this email, and I’ll be happy to help. And have a fantastic weekend!

Chase Clemons
Customer Support

8. Getting a traceroute

Asking for a traceroute for a customer to see if they’re reaching your server can be scary. It’s a technical thing that many customers will be intimidated by. Strive to make it as painless as possible.

Example request

Hi!

I’ve not been able to access my account this morning. It’s like the site is down from my end. Are you running into any network issues?

- Bill Johnson

Bad response

Hello,

I'm sorry for the inconvenience from this. Can you perform a trace route to your account to see if you can reach the servers via your Internet network connection? This will help our programmers see what might be the problem.

- Bad App Team

Notes:

  • There’s that “inconvenience” phrase again. Just never use it.
  • Traceroutes can be scary for a customer. Walk them through how to do one.
  • Thank them for helping you out with this. It goes a long way to actively get them involved in figuring out what’s going on.

Good response

Hi Bill!

I’m sorry about those access troubles! The app’s looking good on my end with your account. Can you perform a traceroute to help me figure this one out? I know this might sound like a scary tech tool but I’ll walk you through it.

Here’s the steps to do that traceroute:

For Windows:

  1. Go to Start (start button on the lower left of the desktop)
  2. Choose ‘Run’
  3. Type: “cmd” (no quotes)
  4. This should bring up a DOS prompt. Once there, type: “tracertmyapp.supportops.co” (without quotes and including your subdomain).

For Mac:

Open Network Utility from your Utilities folder, select the Traceroute tab, enter “myapp.supportops.co” (without quotes and including your subdomain) and click the trace button.

It may take a few minutes to complete the trace. The result will be a series of text output that shows hops from your computer to our server. Copy this output and send it to me in a reply to this email message. I’ll have our programmers take a look and see what’s going on.

Thanks for your help with this!

Chase Clemons
Customer Support

9. Emails blocked by a firewall

If a customer is behind a pretty strict firewall, email notifications from your app might be blocked. Here’s how to have them check.

Example request

Hi there,

I’m no longer receiving email notifications from our forum. Any idea what’s going on?

- Lisa

Bad response

Hello Lisa,

Follow these tips to troubleshoot your issue:

  1. Make sure you have not adjusted your notification settings.
  2. Check your spam or junk email filter to make sure that emails coming from us aren’t being placed in this folder. If they are, be sure to add our email domain to your email account’s safe senders list.
  3. If you’re still not receiving emails from us, please contact your ISP (Internet Service Provider) to ensure that they are not blocking email traffic coming from us.

If the issue continues, please let me know.

- The Forum Team

Notes:

  • First, don’t write like a robot. But I think you knew that one sounded like a robot wrote it.
  • Go ahead and give them the IP addresses with instructions to pass them on to their IT team. That’ll go a long way, and the IT team can make sure not to block anything from that address.
  • If none of those work, check out your email logs and see if you’re sending those emails out right. Any logs you can provide to the IT team will help out.

Good response

Hi Lisa!

I’m so sorry for the email troubles!

Would you i want to pay my amazon credit card bill checking to be sure that supportops.co is whitelisted with your email server? Sometimes, our forum email notifications get caught in spam filters at the server level. The domain and IP from which emails are sent is: {INSERT DOMAIN/IP ADDRESS HERE}.

If you send me a link to a message for the notifications you did not receive but should have, I’d be happy to look through our email logs and see exactly where that email travelled. That’ll help your IT team figure out where it’s going.

Thanks!

Chase Clemons
Customer Support

10. Online only

Customers will ask about using your app when they’re on a plane or out in the middle of nowhere without Internet access.

Example request

Hello,

Is your cable TV app accessible only with an Internet connection? What happens when I can’t get to a network?

- James Bee

Bad response

Hello,

Our app is online only at the moment. Sorry for any inconveniences from this!

Please reply to this email with any future questions.

- App Team

Notes:

  • Arg, it’s that “inconvenience” phrase again!
  • Have a little empathy. Don’t just blow them off with an email.

Good response

Hi James!

At the moment, you’ll only be able to watch shows with an Internet connection. I know, it can suck at times. I’m without Internet access on the weekends, so I can feel your pain on missing shows. I’m pushing pretty hard for a download episode option, so hopefully we’ll get something soon!

If you have any other questions, please reply to this email, and I’ll be happy to help. And have a wonderful weekend!

Chase Clemons
Customer Support

11. Criticisms by customers

You’ll always have a few emails from customers about what you’re doing wrong. Some have specifics, some are vague. Here’s the best way to approach them.

Example request

Your phone service sucks.

- Erin

Bad response

Hello,

I’m sorry for the inconveniences with our phone service. What specifically wasn’t working for you? I’ll pass it on to the rest of the team.

- Customer Service Team

Notes:

  • Say you’re sorry. You’re there to help people, not make them angrier with a bad opening line to an email.
  • Find out what they like and don’t like. That’ll help you find out how they’re using your service. And it’ll remind the customer about the good things they do enjoy about you.

Good response

Hi Erin!

I’m so sorry you’re not finding our service useful! What do you like and not like with it? I’ll be more than happy to see how we can help out.

Chase Clemons
Customer Support

12. Getting by without a sales team

Your team is small and there’s not really a reason or the money to hire a dedicated sales team. Larger customers expect you to have one, but here’s how you can help them without one.

Example request

Hi,

I’m looking at your service for my entire company. Do you have any sales reps that can walk me through this?

- Holly

Bad response

Hi,

Thanks for looking at our service for your team! We don’t have any sales reps like that, but our website should answer any questions you have. If you find something not answered there, let me know.

- Customer Support

Notes:

  • The support team is the sales team. You should be ready to answer any question a customer has.
  • Be flexible on how the customer wants to talk with you.
  • Be excited and thankful they’re checking out your team. That excitement can go a long way with a chase online chat support response

    Hi Holly!

    That’s awesome! I hope we can be a great tool for your company. We don’t have a dedicated sales rep like that since we’re such a small team. But I’d be more than happy to answer any questions you have. We can do that via email, or if you have some free time, I can jump on a call with you. Just let me know what works best for you.

    And thanks again for checking out our tool for your team!

    Chase Clemons
    Customer Support

    13. Saying thanks

    If you do your job right, every ticket will be resolved at the end. Don’t leave your customers hanging without some reply to finish things up.

    Example request

    Hi there!

    That last step did the chase online chat support. Thanks for figuring it out!

    - Steve Grifton

    Bad response

    Hello Steve,

    Glad we could get that problem fixed. Please write back with any future questions you might have.

    - The app team

    Notes:

    • That’s the corporate robot writing emails again.
    • Have fun. Leave them with something memorable. Bring a smile to their face.

    Good response

    Hi Steve!

    Awesome! Glad that got it fixed.

    Just remember, we’re always an email away if you need help. (Well, help with our app. I have no clue about good vacation spots in Alaska.)

    Chase Clemons
    Customer Support

    14. Use an app to speed up your typing

    With all of these emails, you don’t want to memorize them or copy/paste them out of some list. Remember, I said I’d help with making you faster at answering emails, not just add more steps to it.

    It’s tempting to send automated, canned replies to some requests. Don’t. It’s impersonal. It takes away the trust the customer has with you. It breaks an already fragile relationship. They’re in the midst of a crisis, and you didn’t even read their email but automatically sent back a reply anyway.

    They don’t work, never worked, and won’t ever work.

    But like all good math rules, there’s a corollary to that. You CAN use pre-set snippets to help speed up your responses.

    For instance, there might be a project that your team is actively working on. But you might see 15-20 emails every day asking about that option, tool, feature, etc. Sure, I could retype each and every email to a customer. But that’s wasting the customer’s time and my time. They just want an answer.

    Enter saved replies.

    Help Scout’s saved replies let you save responses to frequently asked questions and insert them into email responses in just a couple of clicks. Before sending, you can customize the name and add a few other things — like “Go Tigers” if they’re an Auburn fan. When it’s ready, send it and move on to the next ticket.

    Saved replies let you work a lot faster than before. An email ticket about that project from before only takes around ten seconds from start to finish. That’s way better than the five minutes it’d take you to find the info you need and type it all back out. Way better than even thirty seconds of looking for it on a list and then choosing to copy/paste.

    With canned automated emails, no one but the computer ever reads them. That’s wrong… so utterly wrong.

    With saved replies, a person actually reads the email, understands what’s going on, and then replies back quicker than having to compose that email from scratch.

    Think about how much faster you can be when you start using saved replies.

    15. A few last minute tips & tricks

    Before we finish up, I want to leave you with a few tips and tricks that you can use for every email you write.

    • Use their name! Customers love when you say “Hi Bob!” rather than just a generic “Hello” or “Hi there.”
    • Make sure to say thanks for using your app. There’s usually a lot of choices out there, and your customer has chosen you. At least say thanks and mean it.
    • Talk like they do. Don’t use formal writing or words that you wouldn’t use in real life. Write like you would write to a friend.
    • Short, simple sentences reign. Break up long paragraphs into readable ones. They’re reading an email, not a novel.
    • For feature requests, repeat their idea and relate hershey state bank north platte nebraska it if you can. This shows them that you actually read their email and didn’t just skip over it.
    • If you can, tell them about new features. It shows that your team is always working on your app.
    • Close your email on a highlight. “Happy Friday!” or another date-specific line let’s them know you’re writing the email on that day. If you see they have an auburn.edu email address, throw in a “Go Tigers!” or other tidbit.

    That’s it

    You’ve got my best emails, the ones that I use for most of the customers I interact with.

    With these emails, you’ll be faster, and your customers will love the emails they get from you.

    So now what?

    Don’t just copy/paste my emails into your collection of responses. If you do, you won’t sound like you. You’ll end up sounding like me.

    Instead, look at how I ended up writing those emails.

    In college, I had a class on politics and writing. My professor gave us four essays to study for the first class — two pretty horribly written ones and two outstanding ones. Then, we talked about what set them apart, the mistakes from the bad ones, the right phrases and tone from the better ones.

    That’s the idea I had in mind when writing this. I wanted you to be able to see bad examples and learn from them. I wanted you to see better emails and learn from them. Not to straight up copy, rather to see what goes into a great email to a customer.

    Take the notes from each email and write your own. That way, when a customer gets it from you, it’ll really sound like you.

    Thanks for writing better emails.

Источник: https://www.helpscout.com/guide-to-better-email/

Chase Business Checking Account Review 2021

Chase Business Checking Accounts

Chase Bank offers a variety of checking account packages for small businesses. As one of the oldest banks in America, Chase has over 16,000 ATMs and more than 4,700 branches nationwide. Chase's user-friendly online banking and mobile app help rank this bank at the top of our list. 

Chase offers perks like waived monthly fees and higher interest rates when you link multiple Chase accounts together.

Our Approach: 

Selecting the best bank account for your business comes down to four things:

  • The type of business you have
  • The needs of your business
  • Bank requirements
  • Other perks

Chase Business Checking Accounts Summary:

  • Chase Business Complete Banking℠: Best account for small businesses. This is an affordable checking account with$0 minimum deposit to open, $15 monthly fees, and several other benefits.
  • Chase Performance Checking: Best account for medium-sized businesses. Monthly fees of $30 or $0 if you maintain an average daily balance of $35,000 across all qualifying accounts.
  • Chase Platinum Checking Account: The best account for large businesses. Monthly fees of $95 or $0 if you maintain an average daily balance of $100,000 across all qualifying accounts
The Truic Flame Logo

We recommend the Chase Complete Business Checking℠ account, learn more.

PROS

  • Access to over 16,000 Chase ATMs and more than 4,700 Chase branch locations
  • Low fees when opening an account
  • User-friendly online banking on Chase.com and mobile app
  • Higher interest rates and other benefits if you link multiple accounts together
  • Variety of packages tailored to different business sizes
  • Easy access to business loans and credit cards
  • Business debit card and business banking services are included

CONS

  • Their savings account interest rates aren’t as high as some of their competitors

How to Open a Chase Business Account:

  1. Gather your business formation documents (LLC chase online chat support resolution, employer identification number (EIN), and Articles of Organization) and government-issued identification.
  2. Visit a branch or apply online.
  3. Instructions for online banking will be provided. If you visit a branch a business banker will assist you with opening the account.

Types of Chase Business Accounts

Chase offers multiple pricing tiers. The Chase Business Complete Checking account is a low-cost entry-level checking account designed for new and small businesses. In comparison, their top-tier "Platinum" plan is intended for established companies with more consistent cash flow.

Base Features:

  • Access to Chase Online Banking and Chase Mobile Banking app
  • Chase business debit card, Deposit options, and ATM for easy access to funds
  • Domestic and international wire transfers
  • Chase military banking for service members

Chase Business Complete Banking℠

The Chase Business Complete Checking account has a $0 minimum deposit to open, $15 monthly fees, and benefits that include:

  • Earn $300 when you open a new Chase Business Complete Checking account. For new Chase business checking customers with qualifying activities.
  • More ways to waive fees. Multiple options to waive the Monthly Service Fee, including maintaining a minimum daily balance or purchases on your Chase Ink® Business credit card
  • Built-in card acceptance. Accept card payments anytime, anywhere in the U.S., and get transparent pricing with Chase QuickAccept(SM).
  • Same-day deposits with QuickAccept(SM). Free up the cash you need to keep your business moving forward with same-day deposits at no additional cost.
  • Alerts to help you stay on top of your account activity.
  • Easy account management through Chase Business online and the Chase Mobile® app.
  • Unlimited electronic deposits, ACH and Chase Quick Deposit(SM).
  • Convenient access to 16,000 ATMs and more than 4,700 branches.
The Truic Flame Logo

We recommend the Chase Complete Business Checking℠ account, learn more.

Chase Performance Checking

Chase Performance Business Checking costs $30/mo, or $0/mo if you maintain an average daily balance of $35,000 across all your qualifying business deposit accounts.

The Chase Performance account includes:

  • 250 transactions per month
  • Unlimited electronic deposits and incoming wire transfers
  • Two free outgoing domestic wire transfers per month
  • No additional charge for Positive Pay or Reverse Positive Pay

Cost:

  • $30/mo (+ $25 minimum opening deposit)
The Truic Flame Logo
Who should open a Chase Performance Account?

The relatively low monthly fee and standard transaction limit offered by Chase Performance Business Checking makes it a good choice for small and mid-sized businesses.

Chase Platinum Checking

Chase Platinum Business Checking costs $95/mo, or $0/mo if you maintain an average daily balance of at least $100,000 across all qualified business deposit or investment balances.

Chase Platinum also includes:

  • 500 transactions per month
  • $25,000 in cash deposits per month
  • No fees for incoming wire transfers or four highest outgoing wire transfers each month

Cost:

  • $95/mo (+ $25 minimum opening deposit)
The Truic Flame Logo
Who Should open a Platinum Checking Account?

Chase Platinum is designed for large businesses with a high volume of monthly transactions.

Other Chase Business Bank Accounts

Chase offers two savings accounts; one for businesses with lower balances and one for businesses with higher balances. You can also open a certificate of deposit account for high-interest savings.

Chase Total Savings

The Chase Total Business Savings account costs $10/mo, waived if you:

  • Keep an average balance of $1,000

This account also includes:

  • 15 monthly deposits
  • Maximum $5,000 in cash deposits per month
  • 0.01% APY

Cost:

  • $10/mo (+ $25 minimum opening deposit)
The Truic Flame Logo
Who Should open a Chase Total Savings Account?

The Chase Total Savings account is designed for companies with low savings balances. If you anticipate putting aside less than $25,000, Chase Total Savings should be a good match for you.

Chase Premier Savings

The Chase Premier Business Savings account costs $20/mo, waived if you:

  • Keep an average balance of $25,000

-OR-

  • Link it with a Chase Performance Business Checking®, Chase Performance Business Checking® with Interest or Chase Platinum Business Checking account

Premier Savings also includes:

  • 30 monthly deposits
  • Maximum $10,000 in cash deposits chase online chat support month
  • 0.04% APY without a linked account; 0.06-0.13% APY with a linked account

Cost:

  • $20/mo (+ $25 minimum opening deposit)
The Truic Flame Logo
Who should open a Premier Savings Account?

Chase’s Premier Savings tier is designed for big savers. If your business is putting in $25,000 or more at a time, then you could benefit from the Premier tier.

Chase Certificates of Deposit

Certificates of deposit are great for businesses looking to set some money aside for a specified length of time.

Chase’s certificates of deposit include:

  • No monthly fee
  • Minimum opening deposit of $1,000
  • A range of terms from 30 days to 10 years
  • Fixed-rate of return
  • FDIC insurance protection
  • Standard interest rates range from 0.01% to 0.70% while relationship rates are 0.02% to 1.75%. Rates depend on the amount of money deposited, length of term, and if you link a checking account

Cost:

  • $1,000 opening deposit, no monthly fee
The Truic Flame Logo
Who should open a Chase certificate of deposit?

If your business is ready to put some money aside, a Chase certificate of deposit may be a good option for you.

Chase Review Ratings

Value - 4.5/5

With several accounts to choose from, Chase has a lot of value to offer businesses of various sizes. Their user-friendly online banking and mobile app, high-interest rates, and waived monthly fees are among the perks they offer.

Customer Service - 4.5/5

Based on our experience, Chase’s customer service representatives are friendly, knowledgeable, and responsive. You can reach them via phone, email, and the secure message center. The only real downside is that unlike many other large banks, Chase doesn't offer an online chat feature.

Ease of Use - 5/5

The quality of Chase’s website and mobile app sets them apart from other banks. Compared to their competitors, Chase offers quite well-designed user interfaces and excellent user-experience overall.

Included Features - 4/5

Chase offers a solid set of features in each of their business bank accounts, as well as special benefits for customers who choose to link multiple Chase accounts together. However, they don’t offer interest rates as high as some online vendors.

Final Thoughts

Chase Business Banking might be right for you if you want good customer service, user-friendly mobile banking options, and access to 16,000 ATMs and more than 4,700 branches across the country.

Whether you’re running a brand-new small business, an established corporation, or anything in between, Chase has a bank account that will suit your needs.

Источник: https://howtostartanllc.com/reviews/chase-business-bank-account-review

MBNA Credit Cards

†† To qualify for this offer, an applicant must be approved for the specific credit card account described in the offer. Welcome bonus of 5,000 points will be awarded if $500 in eligible Purchases are made on your Account within the first 90 days of account opening that are not subsequently rescinded, the subject of a charge back request(s) or otherwise disputed. In order to obtain a "Paperless Bonus" of 5,000 bonus points, you must enroll in online banking at www.mbna.ca and consent to Paperless Statements for the account within the first 90 days of account opening, and not subsequently rescind such enrollment throughout this period. For the double the points on restaurant, grocery, digital media, membership, and household utility Purchases offer, for the first 90 days after account opening you will earn an additional 2 points/$1 spent on restaurant, grocery, digital media, membership, and household utility purchases (on top of the regular earn rate of 2 points/$1 spent on such purchases as indicated in the Program terms and conditions), subject to a maximum annual cap of $10,000 in each category. Please allow 8-10 weeks for the applicable bonus points to be posted to your points account. Limit one-time bonus point offer (no cash value) per new account for each bonus point offer. This offer is not available to residents of Quebec. This promotion is offered by MBNA and may be amended or cancelled at any time without notice.

Источник: https://www.mbna.ca/en/

JPMorgan Chase Work At Home Customer Service jobs

Upload your resume - Let employers find you

Sort by: relevance - date

Page 1 of 633 jobs

Virtual Hiring Event - Home Lending Advisor - Refinance

Responsive employer

Urgently hiring

Virtual Hiring Event - Home Lending Associate - Centralized.

Responsive employer

Urgently hiring

new

Home Lending - Proactive Outreach Specialist

Customer Success Manager

Be the first to see new JPMorgan Chase Work At Home Customer Service jobs

By creating a job alert, you agree to our Terms. You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Источник: https://www.indeed.com/q-JPMorgan-Chase-Work-At-Home-Customer-Service-jobs.html

Contact Us

To contact the Council's main switchboard Tel: 01543 462621

email: [email protected]
Cannock Chase Council, Civic Centre,
Beecroft Road, Cannock, Staffs WS11 1BG
Click here for a location map of civic centre

The Civic Centre Reception is open for appointments.

Opening times, by appointment are:

Monday        2pm – 5pm
Tuesday        10am – 1pm
Wednesday  11am – 2pm
Thursday       2pm – 5pm
Friday            10am – 1pm

To make an appointment please call 01543 462621 and speak to the appropriate department or officer.

 


Customer Service Standards – Telephone Calls

We care about our customers and the experience you have when contacting us.
We expect our teams to support a “Customer focused, first point resolution” approach ensuring customers always receive consistent, high quality customer service whenever they contact the Council.

When dealing with your telephone enquiries we will:

  • Aim to answer calls promptly*.
  • Tell you who you are speaking to and the name of the service or place you are calling.
  • Treat you courteously and with respect.
  • Listen to your request and resolve it at first point of contact wherever possible.
  • Ensure that we do not use jargon.
  • Be professional, open and honest about the service we can / cannot offer.
  • Transfer your call, take a message or give you an alternative number to call if we cannot help you directly.
  • Return your messages as soon as possible.

* Please note that call answer times can be affected at peak times, our Customer service team will be aware you are waiting and will answer as quickly as possible

 In return we ask you to:

Treat us with respect

  • Treat our employees with courtesy and respect.
  • Allow us to work in a safe environment free from aggressive, abusive or threatening language or behaviour.
  • Be patient when you contact us at busy times.
  • Check this website  for information and self service options which may help with your enquiry.

The Council has a zero tolerance policy regarding abuse or threats made to its employees and will take appropriate action.

Let us know

  • If you need any specific help in supporting you with your enquiry
  • Give us all the information we need to help you.
  • Ask us to explain anything you are unsure of.
  • Give us notice if you need to cancel or rearrange appointments.
  • Give us feedback if you think we can improve things like information on our website or how we communicate with you.

If you have any queries or comments about our Customer Standards please email us at: [email protected]

If you wish to provide some feedback or to make a complaint you can do this via:

Last Updated: 22/09/2021

Источник: https://www.cannockchasedc.gov.uk/residents/other/contact-us

Get a live person on the phone

Chase Phone Customer Service
  • For help with existing accounts you need to dial 800-935-9935.
  • For credit card customer service you need to dial 1-800-432-3117.
  • For current Chase home equity customers you need to dial 1-800-836-5656.
  • To contact homeowner’s insurance inquiries you need to dial 1-877-530-8951.
  • For service on existing accounts you need to dial 1-800-935-9935.
  • For service on existing accounts you need to dial 1-800-935-9935.

Chase Social Support

Chase Mail Support

For Card Payments:

Cardmember Services

P.O. Box 94014

Palatine, IL

60094-4014

Contact Us for Personal Banking:

National Bank By Mail

P O Box 36520

Louisville, KY 40233-6520

Exclusive address for Notices of Error, Requests for Information, and Qualified Written Requests:

Chase

P.O. Box 183166

Columbus, OH 43218-3166

For General Correspondence:

Card Services

P.O. Box 15298

Wilmington, DE

19850

Reach Real Person in Chase by Phone, Live Chat, Social Network

Make sure that you tried multiple options when reaching customer service. If live customer service agent is not available by phone, try live chat. Frequently direct message via Chase Facebook account or Chase Twitter chase online chat support may get you a customer representative quickly, so try it too. If you want to file a complaint or submit a positive feedback you may leave your comment or complaint under Instagram or Youtube post and in many cases the business will respond to it. For your convenience all of these customer service contact options for Chase are provided above.

What to do if Chase Live Person Contact Information Is Not Working?

It is typical that customer service menu options change with time. Customer support options and even contact phone numbers might be removed and added. If you have problems with getting a real person in Chase customer service with instructions above please leave the comment in the comments section below and we will improve this guide. We are constantly monitoring the customer service contact numbers, e-mail and chats to make sure the instructions on How to Talk to a Live Person in Chase Customer Service are the most accurate.

If you successfully reached a live customer service agent in Chase please chase online chat support your instructions in the comments section below so everyone can use it.

Updated on in Banks

Источник: https://numberforliveperson.com/chase/
chase online chat support

2 Replies to “Chase online chat support”

Leave a Reply

Your email address will not be published. Required fields are marked *