Streamlined Email Support for a Global Electronics Marketplace

1. Product Training for Email Agents

We hand-picked email agents with strong written communication and trained them in:

• Technical product specs (RAM, storage, OS versions, device compatibility)
• Common issues with refurbished items (battery life, cosmetic wear, software updates)
• Regional shipping policies and taxes (VAT, import duties)
• Warranty policies and claim processes

Agents received weekly refreshers based on customer feedback and new product launches.

2. Email Workflow Setup via Freshdesk

To organize incoming emails, we set up Freshdesk as the client’s primary helpdesk system, which enabled:

• Tag-based sorting (shipping, returns, tech issue, warranty, etc.)
• Pre-built response templates (a.k.a. canned responses)
• SLA enforcement and overdue ticket tracking
• Easy ticket reassignment for escalation teams

We also created smart automations to reply instantly to:

• Order confirmation requests
• Shipping policy lookups
• Warranty duration questions

3. Multilingual Email Support

We implemented multilingual email support in:

• English (primary support language)
• French (for Quebec and France customers)
• German (for DACH region buyers)

Emails were answered in the same language they were received. Language detection and team-based routing ensured customers always got native-level communication.

4. Email Templates That Build Trust

For sensitive cases like returns, wrong items, or missing accessories, we used carefully crafted email templates that:

• Acknowledged the inconvenience
• Explained the next steps in simple, non-technical terms
• Gave clear timelines for resolution
• Reinforced trust (“We’ve processed over 250,000 safe returns”)
• Included links to warranty claim forms or tracking dashboards

These templates helped to de-escalate frustration and maintain the brand’s reliability image.

5. Warranty & Return Claim Coordination

We coordinated between:

• Customer → Email Agent
• Agent → Returns Team → Warehouse
• Agent → Customer → Refund Processing

Our team maintained tight tracking logs and communicated proactively with customers on:

• Refund ETA updates
• Return shipping instructions
• Exchange item availability
• Return rejection appeals (e.g., when items were returned used or damaged)

6. Escalation Management & Internal SOPs

For high-risk or VIP customers, we:

• Flagged tickets with escalation tags
• Escalated to Tier 2 tech or billing support within 15 minutes
• Used templated handoff emails with all prior details and context

This reduced repeat communication and improved resolution speed for complex cases.