The 5 Fs of Email Customer Support

During a period of 17 months between June 2013 and November 2015 I provided email support, where I solved over 17,000 tickets. I guess that's an average of 1,000/month! I began the job by wanting to offer the kind of support that I would want/expect when I submit support tickets. Here are my 5 Fs of email customer support.

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