Build a customer reply kit from your own support emails

Tools you can use

You only need one tool for each job. Use what you already have.

• ChatGPTGroup questions and draft templates
• Claude 3An alternative assistant for rewriting replies
• Notion AIStore the kit where your team works

The steps

1. 1.Collect 20 real replies

   Choose replies you were happy with. Remove names, email addresses, order numbers and anything else that identifies a customer before you paste them.

2. 2.Find your common questions

   Let the assistant group the emails so you can see where your time goes.

   Prompt to copy

   Below are customer questions and our replies, with personal details removed. Group them into the 5 to 8 most common topics. For each topic, tell me how many emails fit it and which facts our replies always include.
   
   Emails:
   [paste emails]

3. 3.Write one template per topic

   Keep the facts from your real replies, and mark the parts someone must fill in by hand.

   Prompt to copy

   Write a reply template for this topic using only the facts in our past replies. Match our tone. Put anything that changes per customer in [square brackets]. Do not promise refunds, dates or features that are not in the examples.
   
   Topic: [topic]
   Past replies:
   [paste replies]

4. 4.Save a drafting prompt

   Add one reusable prompt to the kit so anyone on the team can draft a reply to a new email from your templates.

   Prompt to copy

   You draft replies for our team. Use only the templates below. If the customer's question is not covered, say so and do not guess. Keep the reply under 120 words.
   
   Templates:
   [paste templates]
   
   Customer email:
   [paste email with personal details removed]

5. 5.Keep a person in the loop

   A person reads every reply before it is sent. Review the kit each month, and update it whenever a policy or price changes.