ANNA EDWARDS: COPYWRITING & SOCIAL MEDIA
SOFAB FURNITURE
Role: Customer Success Hero
August 2019 - Present
Call me, beep me, if you want to reach me: communication at sofab runs through texts, phone calls, emails, Facebook Messenger, Instagram, and even an online chat. Ever heard of ghosting? That won't happen over here at sofab. The goal for customer service with sofab is one of individualized care. We want customers to feel like they are part of the furniture family. The point person for every and all orders, you can count on me to know the status of your purchase.
COMFORT FOR KEEPS
Purchasing any kind of furniture is a big deal. Purchasing a sofa completely online without sitting on it first? Even more of a big deal. We know our customer service is the first line of defense to soothe customer concerns and calm any anxieties. We keep our language simple, cutting out any confusing furniture speak. With sofab, customers can take comfort not only in their new couch but also the customer care.
PACKAGED JUST FOR YOU
Order a fabric swatch? Write a review? We're big fans of snail mail at sofab. Whenever fabric swatches are ordered, the samples are collected and mailed out with a hand-written note. In the event a customer writes a review (the best notification to wake up to on a Monday morning), we mail out a sofab t-shirt ASAP.
FEEL IT OUT
There's no better way to get a feel for what you're about to purchase than looking at a few samples of our fabric. Looking for something neutral? Try our Wishbone or London Fog fabrics. Something a little darker? Perhaps our two grey colors: Blaine Grey and Tobacco Road. Or maybe the Kismet Blue and Indigo Night fabric colors are for you. You won't know until you try. Sealed with a metaphorical kiss from yours truly, I deliver these special orders right to the post office.
IN THE DMS
Beside emails, Instagram and Facebook serve as a constant contact platform for sofab customers. These mediums are perfect for quick and easy questions, allowing us to respond to our customers within minutes. If something requires redirection, I provide customers with the sofab email, phone number, or a possible web page holding all of the sofab secrets.
SAMPLE CUSTOMER EMAILS
subject: sofab, so easy
Your sofab order is officially on the way! You should have received a shipping confirmation email with the tracking details for your order. If you have not received this email, please let us know (but first check your spam folder, sometimes our emails end up there!).
While you wait for your order to arrive, we want to provide you with some helpful documents that will further assist you when it comes time to build. This includes the official Assembly Guide for your furniture, and an additional Assembly Tips sheet to transform you into a furniture assembling guru. You'll find both of those documents attached to this email below.
If you have any questions or concerns, please do not hesitate to reach out. Otherwise, we hope you are excited to begin enjoying the comfort of your sofab furniture!
subject: simple returns
At sofab we believe in our product, so we accept returns for any reason within 30 days of your order being shipped. That said, we need a few actions on your part:
1. First, donate your furniture.
2. Then, be sure to grab a receipt of donation. Once this is done, snap a picture of the receipt and email it over to our team.
This way, you don't need to stress about mailing back what can be pretty large packages. Additional perk: most donation centers are able to arrange a pickup from your home. This means you might not even have to load up the car!
We will begin processing everything on our end. Once you send us the donation receipt, you will be fully refunded.
We hope this helps! As always, thank you for reaching out.
