Koltrix
Guides
How to plan for email volume spikes
A playbook for predictable spikes like launches and price changes and sudden ones like outages: what to prepare, how to triage the rush, and what to review.
5 min read
GuidesHow to write an auto-acknowledgment email that sets expectations
What an automatic reply should say, what it should never pretend, three copyable templates, and how to stop two auto-responders from emailing each other.
5 min read
Customer supportSaying no to a customer by email without losing them
How to turn down a feature request, an out-of-policy refund or a custom contract term by email, with worked examples and the mistakes that make a no sting.
5 min read
Customer supportB2B support email when an account has many stakeholders
When five people from one customer email you separately, answers drift and context gets lost. A playbook for handling multi-stakeholder B2B support by email.
5 min read
- Customer support
Measuring customer satisfaction in email support
How to measure satisfaction with email support: CSAT timing and wording, reading comments, response bias, signals beyond surveys, and keeping pay out of it.
4 min read
ComparisonsIntercom or Email-First Support? Picking a Channel Strategy
Live chat and email-first support set different expectations and need different staffing. How to choose a channel strategy, with a fair look at Intercom.
4 min read
Customer supportTurning support email into a knowledge base
A worked example: mine a quarter of support threads for repeat questions, write help articles in customer words, link them in replies, keep them fresh.
5 min read
Customer supportOutage communication over email: before, during, after
Copy-ready email templates for outages: first notice, updates, resolution and post-incident summary, plus cadence, who sends, and handling the inbound flood.
5 min read
Customer supportClosing the loop: following up after a fix ships
A runbook for telling customers their bug is fixed: track who reported it, write the follow-up, confirm it works, and handle the cases where it does not.
5 min read
GuidesHelp Desk or Shared Inbox? Deciding at Each Company Stage
A shared inbox is enough for longer than most teams think, and a help desk is right sooner than some admit. How to decide at each stage of a company.
4 min read
GuidesHow to write a one-page support playbook
A fill-in-the-blanks template for a single-page support playbook: addresses, owners, hours, triage, escalation, refunds, tone, and the links people need.
5 min read
Customer supportAfter-hours and weekend email coverage for small teams
Four ways to cover support email after hours and on weekends, a decision table by customer type, a definition of urgent, and ways to protect your team's rest.
4 min read