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Structuring emails

Ok, after one week of reading emails, I’ve been able to structure 2100 of them. 2071 to go… It is becoming obvious most e-mails are about payment, not being able to log in. Lots of emails are replies to newsletters: mentioning to be unsubscribed, mentioning their mail address changed of wanting to receive more information about courses.

But there are lots of emails left which can be structured into these categories:

  • complaints
  • requests
  • asking for support
  • questions
  • remarks
  • commercial offers
  • wishes

NOTE TO MYSELF: It might be interesting to study the amount of support asking emails per month, related to the amount of people registering, login in. Did the amount of support mails increase? Because there are less members logging in? Because the quality of courseware is better? Because information isn’t up to date?

INTERESTING: I’ve ┬áread a lot of emails which I rarely receive nowadays, due to improved or added features.

Example:

  • asking to be unsubscribed from the newsletter (added feature to unsubscribe in newsletter)
  • asking for password (added “forgotten password” feature)
  • general questions (added FAQ to contact page)

Also nice to see people are just emailing because they are thrilled to learn, sending new year messages or just saying they are pleased with the quality.

 

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