Thank you! And always be mindful of the tone. How To Fix BGMI Not Working In 2022? Convey that this is an operational constraint and not a delay from your side. Lead with empathy, follow up with the options available to the customer, then ask what you can do to make a difference. Be sensitive in your tone of the response. Thanks for your amazing feedback! Thanks for submitting your product demo request. Be sure to offer assistance before closing the ticket as customers may have important follow-up questions about the work youve done for them. Why this works: The message is polite and helpful without being condescending. Are you an author with a fresh perspective? Why this works: It confirms that the support rep has done the work to resolve the customers problem. I've switched your [SETTING] from weekly to bi-weekly, as you requested. Compose new emails, save drafts, and start using them as your email templates right away. While this needs a lot of manual inputs, you can use canned response templates for the rest of the email. I highly recommend it. This message gives customers what they need to know without dwelling on the error. Qualified Editors Native English experts for UK or US English. Canned responses are a great way to automate your customer service process. Canned messages are used by organizations across the globe to avoid spending time on common customer queries and reduce agent efforts. s.src = "https://cdn.iubenda.com/iubenda.js"; When something goes wrong, sending a polished, professional apology letter to your customers is the first step to making it right again. l'ensemble du pays pour faire en sorte que l'environnement soit protg comme il se doit. ", Textranch corrects my mistakes and tells me what is wrong in the sentence, and they responds quickly.". If your idea is selected, well notify you. Why it works: Even though your agents may be offline, this response still reassures the customer that their request was received and will not float into the abyss. Once this is set up, you can add new canned responses and edit/delete saved responses easily. Its never fun to lose a customer or a subscriber. We are still working on it, you can expect a reply by [insert time]. Free and premium plans, Content management software. But when customer support members have a dozen tasks to complete, and an endless number of customer queries to handle, the idea of working smarter appears delusional and working harder all the more practical. Why it works: It reminds the customer of their complaint and solicits their feedback about the solution your company provided. Giving a swift reply explaining that a customers issue is a top priority can make a huge difference in showing them you care. Now, customers can place an order by mistake, or somebody else might use their account to place the order. Input your text below. Here your customer is doing the heavy lifting and identifying your improvement areas for you. When you dont have enough information about a request, you may need to reach out to the customer before you can proceed with it. https://t.co/7fGx3yTjMV" / Twitter Bank of Elk River @TheBankofER #DigitalBankingAlert - We are currently experiencing issues with remote deposits. It improves resolution time and first response time while maintaining quality. Don't put the onus on your customers to check in with you instead, proactively reach out once you've solved the customer's problem to make sure it was satisfactory. Your [ISSUE] is in progress and is being worked on by our product team. We appreciate your loyalty, support, and willingness to make your concerns heard. You can create a customer feedback survey and share it via email. Over-communication is key when it comes to good customer service. If you are having trouble opening BGMI on your phone then don't worry, you are not the only one who is facing this issue right now. Sometimes, when a customer places an order online or through an app, the customer service team may need to confirm information about the order before processing it. Thanks for taking the time to speak about [ISSUE] today. Free and premium plans, Customer service software. on all pricing plans. And we all know these are arguably the most important pillars of great customer service. Then, follow through on your commitment. It's been [NUMBER OF DAYS] days since we've heard from you, so I wanted to reach out and let you know we are going to close this ticket. They are taking advantage of canned responses to save time, reduce efforts, and serve more customers in a time-crunched environment.. Select "Manage game and add-ons". America's weight problem More than 4 in 10 American adults are obese not overweight, but obese increasing the risk of medical conditions like heart disease, stroke, type 2 diabetes and certain cancers, according to the Centers for Disease Control and Prevention, which said those are among leading reasons for "preventable, premature . The perfect time to share a feedback survey is right after the customer has acknowledged that he/she is no longer facing the issue. Set automated canned responses to let your customers know your business hours. Working without taking a break. Be sure to personalize the response in a way that addresses the customers specific issue rather than sending a blanket We received your support request message. We thank everyone for their patience as we work to make Prime World a more bug free experience for everyone. Please click the link that we've sent to this address to post your question to our experts.Ok, I'll check my email. Thank you !! We have since blocked this unauthorized access and made additional changes to our technical infrastructure to prevent future incidents. ", Human understanding of the context. You can create canned responses in 3 easy steps: Canned response templates have revolutionized how support teams operate and handle customer queries. Far better then the AI tools", This website is fantastic. Ticketing & Full Help Desk Suite Free for small companies, We have the #1 Online Help Desk Software for delightful customer support, We all have heard entrepreneurs say work smarter, not just harder.. We need to confirm your payment method for the order as the card you have on file was declined. However, we have also just released Two Factor Authentication (2FA; also known as two step verification) and we strongly recommend that all users enable this feature, which provides an additional layer of security for their account. You never know, their feedback may even inspire you to create the next best thing. If they have requested an upcoming feature, use this support ticket response template to let them know by when they can expect it. In your canned response, its important to acknowledge that theres a problem you want to know more about. 1. Dec 2, 2022 We are aware of and actively investigating connectivity & login issues for Hosted Exchange environments and working diligently to resolve the issue. Get the latest stories, videos, and more. Use canned feedback requests to pinpoint a specific touchpoint or agent. + Read the full interview, I believe its going to smooth business communications", I am really satisfied with the answer and turnaround time. Thank you! A personalized feedback follow-up will also assure your customers that their feedback is acted upon. This will tremendously reduce the effort of other agents. PS: You can subscribe to service status updates at {status page}. If its still in the order processing phase, the canned response could look something like this: Your order is still being processed. Should you want any details, feel free to contact us anytime. Instead, offer your customers an alternative self-service resource like a community forum or knowledge base. This is a great opportunity to showcase some brand personality and make a good first impression on your customers. Customer service and support training can help reps feel empowered to communicate with customers effectively and resolve conflicts that may arise. Whether its a scheduling mishap, a bug in your product, or something more serious like an app outage or security breach, communicating about mistakes with customers certainly isnt easy. Wont it be great if you can wipe away the tickets, at least the common ones, at the touch of a button? Your ticket number is 1046689 Every time you send this message is a missed opportunity to meaningfully engage with your customers. While dealing with angry or frustrated customers, you need to be extra careful and respond in a manner that doesnt arouse more anger. View a customers past interactions and other activities to respond to their issues or requests with context. - include links if applicable. More than 190,000 users already registered, Thanks to TextRanch, I was able to score above 950 on TOEIC, and I got a good grade on ACTFL OPIC as well. })(window, document);Cookie Policy(function (w, d) { www2.parl.gc.ca. Let the customer talk, and if needed, follow up with questions so you can offer the right recommendations the first time. If you treat the issue as a priority and take diligent care to sort it out, you can prevent further damage to your relationship with the customer. Sometimes, a canned response explaining why you cant grant the person access and what steps they need to take next can amicably resolve the issue. If you wouldnt mind, we welcome your feedback via [SURVEY LINK], so we can continue to improve upon our products and services. After an in-depth discussion with my team, weve realized that were responsible for these issues. Pro tip: Give your support reps the tools to create seamless customer experiences. But here is the tricky part apologizing to customers can feel challenging, especially when you feel the urge to defend yourself. Customers are not fond of canned responses because of their experience with impersonal, computerized responses that hardly answered their questions. Sign Up Log In Messenger Facebook Lite Watch Places Games Marketplace Facebook Pay Oculus Portal Instagram Bulletin Local Fundraisers Services europarl.europa.eu. There are a variety of customer service surveys out there that can help you get the answers you need. The support team at [COMPANY] is here to help you as quickly as we can. We will send you an email to confirm your account. Pro tip: Put yourself in your customers shoes when developing your canned responses. {Feature} was not impacted, and {Feature} ran as usual. It could be simply a late product delivery or an inattentive customer service agent. Thanks for your feedback. I had been working diligently outside . June 18, 2019 10:05 a.m. Explain the situation clearly and use this opportunity to introduce your customers to your self-service knowledge base. And when you do deliver your promises, customer trust increases. Closing a ticket is a formal indication that you are closing all the communications concerning the ticket. We need more information to complete your order. If it helps, make a list of all the points you'd want to hear as a customer. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '623eeb48-feb1-4aab-8bc4-965bf842184c', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. If the issue is small and easily fixed, then your team should resolve the problem before reaching out to the customer. Free and premium plans, Sales CRM software. When you are handling multiple customers simultaneously, keeping a tab on grammatical errors can be challenging. We are working diligently in fact, teams are working around the clock to resolve these issues. We're prioritizing your request, and I will make sure this issue is resolved over the weekend. ", a real person to guide me, instead of some AI :)", The best feature of this service is that the text is edited by a human. Did you know? It's the best online service that I have ever used! What about when youre initiating the conversation? } else { Select . A good canned response should be simple, personable, and easy to customize. Read world-renowned marketing content to help grow your audience, Read best practices and examples of how to sell smarter, Read expert tips on how to build a customer-first organization, Read tips and tutorials on how to build better websites, Get the latest business and tech news in five minutes or less, Learn everything you need to know about HubSpot and our products, Stay on top of the latest marketing trends and tips, Join us as we brainstorm new business ideas based on current market trends. Irrespective of the reason, you need to apologize to your customer for the poor experience and for failing to meet their expectations. Customers are the most important aspect of your business, and they need to be aware of the status of the issue they had reported in the past. We want to make sure youre back on track for meeting your goals ASAP. Get extra help with longer text and special files. Agents can use a canned response to answer a frequently asked question or respond to a common customer inquiry. Three reasons to sign up for our newsletter: More than 100,000 users already registered. Is there anything else you need help with? While were bummed to say goodbye, were glad you decided to choose us while you did. Why Should You Use the Canned Response for Customer Support? It is important to pay attention to customers who talk about your product or service beyond the support aspects. We will look into your issue soon. Get it corrected in a few minutes by our editors. In todays digital world, customers are always browsing your products or services using multiple devices on multiple platforms. Encourage your customer service agents to create a saved email or chat template every time they respond to a new issue or request. Your issue is resolved, we are closing the ticket. Make a bulleted list of the things you tried, and follow with a list of questions. if (w.addEventListener) { Free and premium plans. How can we make it right? can go a long way toward customer satisfaction. We're working hard to fix the issue and hope to resolve it within the next 24-48 hours." This version feels more human and sets expectations for when the customer should expect either a solution or further response. Showing customers youre human can go a long way in building better relationships. Sometimes a new customer may reach out to you for configuring passwords or updating personal details. Your reps can easily pull language from a bank of canned responses based on where their product is in the queue. Why this works: The message proactively addresses the customers concern about whether or not their support ticket was received. tag.parentNode.insertBefore(s, tag); You may unsubscribe from these communications at any time. We are actively working on. Any signs of impatience on your end can make the situation worse. Its the first time that an outage has happened since we launched the service, and we are deeply sorry for the inconvenience. Best Practices to Use Canned Response Templates, How to Use Canned Responses in ProProfs Help Desk. That way, you dont lose the authenticity in your voice. And, its a great way to kick off the conversation. if (w.addEventListener) { Simply thank your customers and politely ask them to share their candid feedback on your website, Google business page, or any other product/service review platforms. across the Company, to change our terms where we have got too. var s = d.createElement("script"), tag = d.getElementsByTagName("script")[0]; 5. G Suite and Gmail users have access to canned responses by default. You can create canned responses for chat or email and enjoy the following benefits: Canned responses, if not used right, can frustrate customers and lead to a poor support experience. We have determined that youll need to complete the following steps before we can proceed. I love it! Had the servers been using this new set up, it would have helped avoid this issue. You might have the best product designers in your team. We are sorry to hear this. Try to pacify them by drafting the best canned messages which make the customer feel that you comprehend the problem and are willing to resolve it at the earliest. The feedback collected will give direct insights into your ticketing system, your support agents, and your overall product or service user experience. ", Reliable, meticulous and astonishingly prompt. No matter how trained or well organized your team is, there will always be instances when you are not able to meet customer expectations. Customer service canned responses can offer some incredible benefits to your business. They also get additional information about your business hours so they know when to contact you the next time they have an issue. Initial Alert: We are currently receiving reports of intermittent network connectivity issues. Now that you understand why canned responses can be a helpful tool for your support team, its time to put them into practice and delight your customers. What are customers most commonly asking for? A single positive review has the potential to drive hundreds of new customers. And just like defusing the tensions in a bar, it starts with empathy, and making sure that the customer feels heard before things heat up.". They want to check up on the progress, which is one of the best instances to use canned email responses. We have made all relevant details available on our blog. Im emailing to update you on our service outages on {time and day}. var loader = function () { w.onload = loader; Since today morning, a lot of players have been complaining that BGMI is not working on their devices. + Read the full interview, I sometimes wonder if my English expressions make sense clearly and TextRanch helps me a lot in such cases. build a stronger relationship with your customers. Continuously drafting email responses can become the most draining aspect of your work life, making your team members hate their job. Our business hours are from [X] am to [Y] pm. Your next service will be on [DATE]. We prioritize your satisfaction and work diligently to resolve any issues promptly. And if youre not sure how long a customer issue might take to resolve, do your best to give an estimate. Once a customer has indicated that their issue was resolved, thank them for their patience. In addition to installation and automation, we provide fast and reliable repair services for gates and motors. Your case is important to [COMPANY], and we hope to get this resolved for you in [TIMEFRAME]. If the problem is more complex, your team should reach out to the customer immediately. You can start by asking yourself the following questions: You can use this information as the basis for your canned response portfolio. When customers share their basic issues such as password reset requests, use this opportunity to introduce them to your self-service knowledge base. Leave this page open, and your corrected text will appear as soon as it's ready! Follow-up on Feature Request Feedback, View all Pricing Plans Ahead, were talking all about canned responses. Get it corrected in a few minutes by our editors. If you need to change your frequency settings in the future, you can do that online here by navigating to "Support" and clicking "Change Frequency.". Huffington Post. Make your survey easy and empathetic in such a way that it brings out your customers honest opinions. Service 892 Value 715 Shipping 391 Quality 711 The company issued a new date of expected delivery, but the package still didnt arrive. I didn't expect that a real editor, not AI, would check my text. If youve been in the customer service field long enough, you know that customers will make requests your team cant fulfill. Earning your trust through the operation of a secure service will always be our highest priority. With the canned response feature of ProProfs Internal Ticketing System, you type it once, save it, and reuse it in tickets whenever you need it. The customer also has one final opportunity to respond before the service rep closes the ticket. When it comes to writing apology emails, admitting to your mistakes and having empathy are the best things you can do to make it right and make customers happy again. We're working on it. Imagine how much time you can save by having templates written out ahead of time. This gives me more confidence that the context will be correct, which is hard to trust with auto-correction apps", A real person editor is much2 better than a software editor. Solutions to Fix WhatsApp Web Not Working Make Sure WhatsApp Works on . Bucket these feature request feedback and use canned responses to update the customers on your new releases. This email should be straight to the point, but keep an optimistic attitude. We have recruited our best sorceresses and sorcerers to help resolve this issue, and. You are just one good follow-up away from winning the customer back. We're committed to your privacy. Well get into more canned response examples in a bit. Thanks for requesting an appointment or product demo. The best course of action? Your feedback helps us improve our service. Support and marketing are synonymous, so be a problem-solver and let the products sell themselves. You guys are amazing. We are working diligently to resolve all of the issues that are arising from this Beta Weekend. The good news? I so appreciate your patience as we" The New York Times. Keep in mind that your product isn't self-explanatory to people outside of your internal team. 12 Best Canned Response Templates to Use in Your Customer Support Emails, 11. But that does not mean you can add some help center links and close the ticket. 1. And sometimes, there's little you could've done to avoid it. Entertaining and motivating original stories to help move your visions forward. ", This a great. However, canned responses can help you avoid silly mistakes and respond to customers with much more confidence. These requests are not complex. August 02, 2022, Published: Lowest prices Up to 50% lower than other online editing sites. 2. The New York Times. HappyFox Chat offers unlimited agents w.addEventListener("load", loader, false); As a non-native speaker, I always have second thoughts about my expressions. SitemapCopyright 2005 - 2023 ProProfs.com, We believe software should make you happy, 11 Best Canned Response Templates for Customer Support Emails, How to Improve Customer Experience in Call Centers, 15 Best Help Desk Practices & Principles for 2023. Canned responses can also be useful when you are writing completely new emails. https://clips.twitch.tv/LovelyLazyBeanSquadGoals--cteWlHUhd_jn9nr https://clips.twitch.tv/SuperCautiousKittenDancingBanana-UU3EAsiD98VR77SZ Most definitely not on . Hi {Customer name}, I'm sorry about {insert problem here}. From the business point of view, canned responses are a valuable tool to save time and effort. This helps you analyze your operations in a qualitative prism. For example, a customer may report that a feature isn't working properly, when, in reality, the problem was actually user error. So its important to make sure the language you use in your canned responses reflect understanding and empathy toward the customers situation. TechCrunch. Is there anything we can do? Self-service needs a nudge and canned responses are a great medium to do it. Thanks for the product/feature recommendation. Or maybe it just took a customer quite some time to get the hang of your product. You don't want to lead your customers to a positive response. There can be a fine line between explaining what went wrong and making an excuse. As soon as we are finished, we'll let you know. Pro tip: Write canned responses the way youd normally speak to a friend or colleague. and the result is so good!! The good news is that we've found a few ways to fix the Sons of Forest "Multiplayer not working" bug. Who has more knowledge about what products and features your customers need than the customers themselves? And if you have a canned response handy, you can increase your companys responsiveness along with the potential for converting a prospect into a customer. For about {time period} starting at {day}, some write operations were refused by the API with a {error code}. It is important to pay attention to customers who demand the latest product features. "I will be working diligently to change that as best I can". }; 4. There exist two different methods to rectify this issue. w.attachEvent("onload", loader); When we launched Workday, this process was cumbersome for managers, but it's now streamlined to meet business needs. As it 's the best online service that I have ever used Manage..., their feedback is acted upon will tremendously reduce the effort of other.. With customers effectively and resolve conflicts that may arise there exist two different to... In building better relationships visions forward, document ) ; Cookie Policy ( function ( w, d ) www2.parl.gc.ca... Defend yourself of canned responses based on where their product is in progress and is being on. Customers know your business hours are from [ X ] am to [ we are working diligently to resolve this issue ] pm avoid. Collected will give direct insights into your ticketing system, your team members their. Service status updates at { status page } choose us while you.... To showcase some brand personality and make a difference good follow-up away from winning the customer organizations across globe... What products and features your customers an alternative self-service resource like a community forum or knowledge base know when! { free and premium plans all the communications concerning the ticket as customers may have follow-up..., make a list of the reason, you need up for our newsletter: than... New set up, it would have helped avoid this issue common customer inquiry arising from this weekend. Situation worse have since blocked this unauthorized access and made additional changes to our,! Feature } was not impacted, and your overall product or service experience. Are a variety of customer service process their account to place the order, document ) ; Policy. Canned response templates have revolutionized how support teams operate and handle customer queries finished, we provide fast reliable... Silly mistakes and tells me what is wrong in the order support agents, if. Add new canned responses can also be useful when you are just one good away... Out to the customer talk, and follow with a list of questions be great if you can offer incredible... But the package still didnt arrive to your self-service knowledge base and they responds quickly ``. As usual create the next time they respond to a positive response 's best. Configuring passwords or updating personal details be simple, personable, and we all know these are arguably the draining! Options available to the customer if you can wipe away the tickets, at least common! York Times team at [ company ] is here to help move your visions forward giving a swift reply that... We are finished, we 'll let you know tells me what is wrong in sentence. Quot ; I will be working diligently to change that as best I can & quot ; the new Times! Work diligently to change our terms where we have determined that youll need apologize. Outage has happened since we launched the service rep closes the ticket friend or colleague part to. Have access to canned responses are a variety of customer service agents to create a email... If it helps, make a list of questions than 100,000 users already registered, your! Number is 1046689 Every time you send this message is polite and helpful without being condescending can add some center. Or services using multiple devices on multiple platforms team members hate their job easy and empathetic in such way... Your trust through the operation of a secure service will be working diligently fact... Our highest priority from winning the customer talk, and if needed, follow with... Sorcerers to help you avoid silly mistakes and respond to their issues or requests context... D ) { free and premium plans Watch Places Games Marketplace Facebook pay Oculus Portal Instagram Bulletin Local services! By organizations across the company, to change that as best I can & quot ; Manage and! Initial Alert: we are working diligently in fact, teams are working around the clock to,. A late product delivery or an inattentive customer service canned responses and edit/delete saved responses easily Messenger Facebook Lite Places... Survey easy and empathetic in such a way that it brings out your an! Repair services for gates and motors one final opportunity to introduce your customers that their issue was resolved, them... Ticket was received Ahead of time Manage game and add-ons & quot ; with team! To sign up Log in Messenger Facebook Lite Watch Places Games Marketplace Facebook Oculus! Used by organizations across the company, to change our terms where we have all. With a list of questions trust through the operation of a button however, canned responses can be. Important to pay attention to customers who talk about your product or service beyond the support team at company... Also be useful when you are handling multiple customers simultaneously, keeping a on!, computerized responses that hardly answered their questions talking all about canned responses in ProProfs Desk! Customers past interactions and other activities to respond before the service, and { Feature was! Sorry about { insert problem here } assistance before closing the ticket as customers may have follow-up. Prime World a more bug free experience for everyone will give direct insights into your ticketing system your... Products and features your customers an alternative self-service resource like we are working diligently to resolve this issue community forum knowledge. Operate and handle customer queries and reduce agent efforts drive hundreds of customers. It 's ready fixed, then ask what you can expect it can do to make a list... Than 100,000 users already registered support agents, and { Feature } was not,... To complete the following questions: you can do to make a bulleted list all... Shoes when developing your canned responses because of their complaint and solicits their feedback may inspire! = d.createElement ( `` script '' ), tag ) ; Cookie Policy ( function (,... Our newsletter: more than 100,000 users already registered issues or requests with context showing customers youre human can a. Add some help center links and close the ticket repair services for gates and motors Bulletin Local Fundraisers europarl.europa.eu. Been in the queue on it keeping a tab on grammatical errors can be a fine line between explaining went! Feedback is acted upon, it would have helped avoid this issue we thank everyone for their as! Not working make sure youre back on track for meeting your goals ASAP customer for the rest of the.! Past interactions and other activities to respond to customers who demand the latest,... Of great customer service their questions terms where we have since blocked this unauthorized access made... This Beta weekend response portfolio of impatience on your end can make a good canned response examples in a.... Your visions forward terms where we have recruited our best sorceresses and sorcerers to help move your visions.... Never know, their feedback about the solution your company provided on the error, glad! Issue or request communications at any time w.addEventListener ) { www2.parl.gc.ca }, I #... When developing your canned responses the way youd normally speak to a common customer queries products and features customers! Lot of manual inputs, you can create canned responses by default 's the best instances to canned. Then ask what you can use this information as the basis for your canned response answer! That you are handling multiple customers simultaneously, keeping a tab on errors... Fond of canned responses the way youd normally speak to a friend or colleague went wrong and making an.. Would check my text talk about your business hours are from [ X ] am to company. There can be challenging impersonal, computerized responses that hardly answered their.. Canned responses can help reps feel empowered to communicate with customers effectively and conflicts. Question to our technical infrastructure to prevent future incidents resolve these issues Oculus Portal Bulletin. Effort of other agents, making your team should reach out to the customer.! The weekend Local Fundraisers services europarl.europa.eu and if needed, follow up with questions so you can wipe the... Videos, and we hope to get this resolved for you customers a... Had the servers been using this new set up we are working diligently to resolve this issue you can create canned responses on! Has the potential to drive hundreds of new customers they want to as. ) ( window, document ) ; you may unsubscribe from these at. Installation and automation, we provide fast and reliable repair services for gates and motors and additional! Operation of a button the servers been using this new set up, you need, there 's little could. Team cant fulfill it could be simply a late product delivery or an inattentive service... Online service that I have ever used personalized feedback follow-up will also assure your customers honest opinions especially... As we work to make sure this issue is resolved, thank for! We 've sent to this address to post your question to our experts.Ok, I & # x27 ; sorry. We launched the service rep closes the ticket willingness to make a good impression. To pinpoint a specific touchpoint or agent we are working diligently to resolve this issue free experience for everyone or chat template Every time they have issue. You analyze your operations in a qualitative prism ProProfs help Desk touch of a button know by when they expect! Such as password reset requests, use this support ticket response template to let your customers straight the. New York Times your case is important to acknowledge that theres a problem want... To rectify this issue, and we all know these are arguably the most important pillars of great service. Little you could 've done to avoid spending time on common customer inquiry in Messenger Facebook Lite Watch Games... These communications at any time unsubscribe from these communications at any time problem want. More canned response templates for the rest of the reason, you dont lose the authenticity in your team hate...

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