Assist on email proofreading please
Background: I am composing an email to customer, provide our investigation result on a voice issue(people called customer's tollfree number but failed which service is provided by us), we need customer's feedback, otherwise we will close our ticket (track events in the case system, the reference number of the ticket should be provided to customer, he can ask for case update by providing the ticket number to us), and if the issue reoccurs, we'd like to raise a new ticket. please help make the email more professional. (P.S. this matter is quite related to service process in our company, but I thing It's not difficultly to understand.

1.
Dear customer,

We have completed the diagnostic with our resolver team and the local supplier in India.

We have verified the logs for the reported number and found no hits at our end. We had a word with end user as per her number belongs to Vodafone Mumbai and at present calls to TFN is connecting fine, however we have not received any call hits at our end.

So there is no fault found with our Voice network, please let us know any further support required from our end.

Thanks & Regards,

2.
Dear customer,

May we hear your comments on below explanations from our resolver team? Could you please provide more information for our further investigation, like how was the call failed and is there other calls belongs to Vodafone Mumbai failed recently? If yes, please provide the call samples to us.

Please understand that usually the voice issue survey is time-sensitive, the incident ticket can be held 48 hours, otherwise the ticket may be closed if we receive no update from customer end. But no worries, we’d like to proceed on a new ticket if the issue reoccurs. Any concern please feel free to contact us.

Thanks & Regards,

Question

Assist on email proofreading please
Background: I am composing an email to customer, provide our investigation result on a voice issue(people called customer's tollfree number but failed which service is provided by us), we need customer's feedback, otherwise we will close our ticket (track events in the case system, the reference number of the ticket should be provided to customer, he can ask for case update by providing the ticket number to us), and if the issue reoccurs, we'd like to raise a new ticket. please help make the email more professional. (P.S. this matter is quite related to service process in our company, but I thing It's not difficultly to understand.

1.
Dear customer,

We have completed the diagnostic with our resolver team and the local supplier in India.

We have verified the logs for the reported number and found no hits at our end. We had a word with end user as per her number belongs to Vodafone Mumbai and at present calls to TFN is connecting fine, however we have not received any call hits at our end.

So there is no fault found with our Voice network, please let us know any further support required from our end.

Thanks & Regards,

2.
Dear customer,

May we hear your comments on below explanations from our resolver team? Could you please provide more information for our further investigation, like how was the call failed and is there other calls belongs to Vodafone Mumbai failed recently? If yes, please provide the call samples to us.

Please understand that usually the voice issue survey is time-sensitive, the incident ticket can be held 48 hours, otherwise the ticket may be closed if we receive no update from customer end. But no worries, we’d like to proceed on a new ticket if the issue reoccurs. Any concern please feel free to contact us.

Thanks & Regards,

Answer

I am going to copy and paste both emails and put my suggestions in CAPS but do not capitalize them when you send the email.

1.
Dear customer,

We have completed the diagnostic with our resolver team and the local supplier in India.

We have verified the logs for the reported number and found no hits ON our end. We had a word with THE end user as per her number belongs to Vodafone Mumbai and at present calls to TFN ARE connecting fine, however, (added a comma)  we have not received any call hits ON our end.

So there is no fault found with our Voice network, please let us know IF any further support IS required from our end.

Thanks & Regards,

2.
Dear customer,

May we hear your comments on below explanations from our resolver team? (change the previosu sentence to - We would appreciate your feedback on the issue addressed by our resolver team.) Could you please provide more information ABOUT THE ISSUE, like how (deleted was) the call failed, (added comma) and IF there ARE other calls belongING to Vodafone Mumbai THAT failed recently? If yes (consider replacing yes with "so"), please provide the call samples to us.

Please understand that the voice issue survey is time-sensitive, the incident ticket can be held 48 hours, BUT THEN the ticket may be closed if we receive no update from THE customer. (delete end) But no worries, we’d like to proceed WITH a new INCIDENT ticket if the issue reoccurs. Any concern please feel free to contact us. (I would change the "any concern please feel free to contact us" to "Please feel free to contact us if you have any further concerns")

Thanks & Regards,

also, a helpful tool for you might be a web extension called Grammarly - they have a website as well and it helps point out simple grammar and sentence structure mistakes and will make all your writing and emails more natural and professional. It is free but has a paid version if you want more in-depth tools and help.

I hope this helped!

Answer

I tried to answer your question - hope it was useful!

Answers · 3

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