Skip to content

Reply Templates That Still Sound Human

A library of ready-made replies for the most common questions, written to be friendly, clear and easy to personalise.

ABM Global · Customer service team

Consistent

Tone across the team

Faster

First replies

Easier

Training for new team members

The Challenge

Agents were typing the same answers many times a day, and replies sounded different depending on who wrote them.

My Role

Customer Service Representative. I drafted and updated the templates.

What I Did

  1. 1

    Grouped common questions: delivery times, tracking, changes, returns and faulty items

  2. 2

    Wrote templates with space for the customer’s name, order details and next step

  3. 3

    Added notes on when not to use each template

  4. 4

    Reviewed them regularly and rewrote any that customers found confusing