Mac Desktop - Communicating with your customers about Thread Chat

Updated by Matt Linn

End-User How-To Content

When communicating with customers, it helps to start simply.

You can level up its effectiveness by linking to user how-to guides or video tutorials. You can either attach these to your customer communications and/or add these resources to your customer knowledge base.

Here are some resources to get your customers started (feel free to make your own versions of these assets).

User Guide Document

Add screenshots from your own branded app and distribute this document along with an email announcement.

Documentation Template - Desktop Support (Mac)

Communicating with your Customers about Thread Chat

Your customers need to know about your awesome new support channel if you want them to use it! Once you roll out Thread to a customer, we recommend sending them a sequence of emails to let them know about the experience.

Below is a basic email sequence that will help to inform customers about the new channel they can use to connect with your service team and encourage them to try it out.

We recommend sending each email in your sequence a week apart. This way, if a user misses the first email, they're likely to pick up the second or third email.

Email 1: Introduction to Easy IT Support with Thread

To: {{User List}}

Subject: Quick and easy IT support now available in our new app!

Hi [Customer's Name],

Exciting news! We've launched a new IT support app, making it easier than ever to get your IT questions answered promptly.

  • No additional software needed - we've set it all up for you.
  • Simply click on the [Your Company Name] logo in your top-right status menu and enter your company email to log in.
  • Start a new chat to quickly connect with our support team.

Ready to try it out? Let us know if you have any questions!

[Screenshot of your custom app]

Best,

[Your Company's Name]

Email 2: How to Use Thread's Chat for Efficient Support

To: {{User List}}

Subject: Get the Most Out of Your IT Support with Chat

Hi [Customer's Name],

Maximize your IT support experience with our new IT Support app

  1. Simply click on the [Your Company Name] logo in your app tray and enter your email to log in.
  2. Select 'New Request' for chat support.
  3. Describe your issue and get connected to the right expert.
  4. Track updates and responses in real-time, all from our convenient app.

Experience the ease of IT support right where you work. Any questions? We're here to help!

[Screenshot of your custom app]

Warm regards,

[Your Company's Name]

Email 3: Reminder to Use Thread for Quick IT Solutions

To: {{User List}}

Subject: Quick Reminder: Instant IT Support is Just a Chat Away!

Hi [Customer's Name],

Just a quick reminder that instant IT support is available directly right from an app on your Mac laptop.

Why wait for email responses when you can:

πŸš€ Chat in real-time with our IT experts.

πŸ‘₯ Get personalized support without having to email or call.

πŸ’‘ Get help with issues faster and more efficiently.

Give it a try and feel the difference! Need assistance? We're only a chat away.

[Screenshot of your custom app]

Cheers,

[Your Company's Name]

How did we do?