10 AI Email Writing Tips for Small Business Support Teams

In today’s fast-paced customer service world, support teams need consistent, personalized emails delivered at scale. Twirly AI’s advanced email-writing engine enables small businesses to craft high-quality support messages in seconds. Follow these 10 AI-driven tips to transform your support emails, enhance customer satisfaction, and free up your team’s time.

1. Use AI to Analyze Past Support Emails

Pull Common Queries via Twirly Analytics

• Leverage Twirly’s conversation analytics to identify the top 10 most frequent customer questions.

• Focus on patterns and pain points to build a robust FAQ template.

Identify Tone and Response Patterns

• Use Twirly’s tone analysis to see which responses yielded the highest satisfaction scores.

• Replicate the winning tone—friendly, concise, or empathetic—in your new AI-generated templates.

2. Craft Clear Subject Lines with AI Suggestions

Importance of Clarity and Keywords

• Subject lines are your first impression. Use Twirly’s subject-line generator to include relevant keywords and clear intents.

• Aim for 50–60 characters for optimal display across devices.

Twirly AI Subject-Line Generator Walkthrough

1. Open Twirly AI and navigate to Templates → Subject Lines.

2. Enter your main keyword (e.g., “order issue support”).

3. Review and pick from the AI-suggested list—fine-tune for your brand voice.

Internal Link: Twirly AI Templates - Subject Lines

3. Personalize Greetings Using Dynamic Tags

Setting Up Subscriber Tags in Twirly

• In Settings → Variables, create tags for first_name, account_id, and issue_type.

• Import your customer database into Twirly to auto-populate these variables.

Merging Variables into Email Templates

• Use merge syntax:

  Hello {{first_name}},
  
  

• Ensure fallback text (e.g., “Hello there”) is set if variables are missing.

4. Leverage AI-Powered Response Templates

Choosing from Prebuilt Templates

• Twirly AI offers 20+ industry-specific templates, from billing inquiries to technical support.

• Preview each template’s tone and structure before applying.

Customizing for Your Brand Voice

• Tweak the AI output by adjusting the Style Slider: casual ↔ formal.

• Save customized templates under My Templates for quick access.

5. Optimize Email Body Structure Automatically

AI-Driven Paragraph and Bullet Formatting

• Enable Twirly’s auto-format to convert long paragraphs into concise bullets.

• Use bullets for steps or multiple options—improving readability.

Ensuring Scannable Content

• Keep sentences under 20 words.

• Include a clear summary box at the top for mobile readers.

6. Maintain Brand Consistency with Tone Sliders

Twirly’s Tone-Adjustment Feature

• Adjust the Tone Slider between “Friendly” and “Professional.”

• Preview real-time AI suggestions to ensure consistency.

Examples: Friendly vs. Formal

• Friendly:

  “Hey [Name], I’m on it! 🙂 Will update you shortly.”

• Formal:

  “Dear [Name], we are reviewing your request and will follow up within 24 hours.”

7. Speed Up Follow-Ups with Automated Sequences

Setting Drip Rules in Twirly AI

• Go to Automation → Sequences, create a new drip with 3–5 follow-ups.

• Define triggers: no reply after 24 hours, negative sentiment detected, etc.

Monitoring Engagement Metrics

• Track open rates, reply rates, and resolution times in the Analytics Dashboard.

• Adjust delays and messages based on performance data.

8. Test Variations with A/B Email Experiments

Building A/B Tests in Twirly

• Under Experiments → A/B Testing, split your audience 50/50.

• Variables to test: subject line, opening sentence, CTA placement.

Interpreting CTR and Response Rates

• Review results after 1,000 sends.

• Prioritize winning variants and roll them out universally.

9. Integrate Support FAQs via AI Snippets

Embedding FAQ Blocks in Emails

• Use Twirly’s Snippet Library to insert FAQ sections at the end of emails.

• Automatically update snippets when your knowledge base changes.

Keeping Snippets Up to Date

• Schedule a monthly review of FAQ content.

• Use AI to regenerate snippet summaries based on new support tickets.

10. Continuously Improve with AI Analytics

Tracking Open, Reply, and Resolution Rates

• Key metrics:

  • Open rate ≥ 60%

  • Reply rate ≥ 30%

  • Resolution time ≤ 24 hours

• Set custom alerts for dips in performance.

Iterating Based on Data Insights

• Analyze weekly reports to identify underperforming templates.

• Update and re-test based on AI recommendations.

Next Steps: Implement these tips in your Twirly AI workflow today to supercharge your support emails and enhance customer satisfaction!