Across
- 2. FAKE or FACT: Since SMS is a more casual forum, you do not always need to add an opener and a closer if you feel it's not needed!
- 8. While sending sms, new paragraphs should be sent _______, as their own individual text.
- 9. Transition words can help you introduce two __________ statements to the customer in a way that makes sense.
- 10. Try not to send more than _____ back-to-back messages at once! QA won’t score on this, but it’s best practice for a better customer experience.
- 11. It’s important to arrange your message carefully to ensure we are achieving the right ____.
- 13. What does the “A” in MAC stand for?
Down
- 1. It’s important to arrange your message carefully to ______ action steps/information we need from the customer.
- 3. It’s important to arrange your message carefully to organize the information for optimal __________ of reading
- 4. What percent of customer’s said their main frustration was that customer services response wasn’t fully answering their query? (Hint: answer format is "##percent")
- 5. What is the color of the heart emoji that is “brand-approved”?
- 6. What should there always be before and after a dash in our closers/openers?
- 7. A __-___ happens when two independent clauses (complete sentences) are joined together improperly (like with a comma! ps:include the "-" in your answer)
- 12. It’s especially crucial to avoid repeating ________, but even changing up your sign-off can go a long way.