LL - Updating the HelpScout Subject line
Subject line content is very important to both the customer and our team.
It helps the customer know what actions we took to resolve their request OR what actions they need to take to get it resolved.
PRO TIP: Keep subject lines SIMPLE and TO THE POINT - add only NECESSARY information (unnecessary information is confusing and a waste of time).
What should a proper subject line contain?
-The subject line should reflect the main point of the contents of the most recent interaction.
-It should also include an order id when there is a corresponding order id.
-It DOES NOT need to contain the brand name because the brand name is already reflected like this:
SUBJECT EXAMPLES:
- Order update - order id 123456
- AutoRefill Account Canceled - we’re sorry to see you go
- Refund processed for CeraLift order id 123456
- BBB Review - Free BioShield MD for you
- Address updated - order id SCS-234567
- Address verification needed - order id 123456 (this shows a pending action - what we need the customer to do)
- Order 3176798 - Important - Reshipment for Returned Products
- Return instructions order id 123456 & 678900
- Partial refund of $24.00 processed for order id 3221392
- Return/Refund - 3 CeraLift - Order id: 12345
- Cancel Shipment & refund order id 12345 - 1 bioshield md
- Reship of 3 CeraLift order id 12345
Here’s what we look for during QA sessions: Used a subject line that matched the customer's request (actions taken or actions that need to be taken on the part of the customer), and added the order number when applicable.
Updating subject lines for our FulFillment and Billing Coordinators
If your email subject line to the customer can be used to TELL the billing or fulfillment coordinator what actions you need them to take - GREAT!!
However, IF it doesn’t, then you’ll need to -
- Send the customer email with the correct “customer-facing subject line” – then update the subject line again with the coordinator's information!
Please update the subject line of ALL your tickets to include a description AND the corresponding order id/s.
If you need an action to be taken by another member of the team the subject line also needs to reflect the request + the order id.
Some examples of common subject lines that are helpful to both the customer AND our team are:
please see the video for details (FYI at the beginning of this video I goofed and said to add the "ticket" number - I meant to say "add the ORDER ID number"