Guide
Reduce avoidable queries with clearer customer communication
Help customers understand your messages, access shared files and find their own copies again, with a clear way to respond when needed.
Overview
Customers may need help when they cannot find information, are unsure what a message means or do not know whether they need to take action. Clear communication and easy access can reduce these avoidable queries.
Common causes of support queries
Lost attachments
Customers struggle to find old emails or attachments when they need them again.
Unclear next steps
Customers are unsure why you have sent something, whether a reply is needed or what they should do next.
Repeated resend requests
Support teams spend time resending documents that have already been sent.
How StayPrivateMail helps
Send messages and files securely
Use the sending method that fits your workflow: the website, #private, the API or Keepd directly.
Help customers find their own copies
Customers can return to their Keepd account to find messages and files, reducing the need to ask your team for copies.
Use clear folders where helpful
Organise documents into customer-friendly folders such as Statements, Reports, Agreements or Policies.
Make the next step clear
Explain what you are sending and whether any action is needed. When you need information back, say what to provide and that the customer can reply securely or upload files.
A clear message with shared files
Use a consistent approach to subjects, explanations and folders so customers know what they have received and how to find it again.
Once #private routing is configured, a message sharing a statement might look like this:
Hello,
Your annual statement is attached.
Your copy will be available in Keepd when you need it again. No reply is needed, but you can respond securely if you have a question.
Kind regards,
Your Company
#private #folder Statements
Best practices
- Use clear subject lines that describe the message or shared files.
- Use customer-friendly folder names such as Statements, Reports, Agreements or Policies.
- Keep the message clear and say whether action is required.
- Tell customers where they can find their copies again and how to respond when needed.
- Use the same folder names consistently across your team.
What to tell your team
Teams can then use whichever sending route fits their workflow: the website, #private, the API or Keepd directly.
Next step
Learn how to structure customer folders and make documents easier to find again.