When a macro is sent hundreds of times, it changes the cost of each word. A slightly over-apologetic sentence is not an insignificant problem; it becomes far more significant as the volume of tickets increases. Agents notice, begin making edits, and within one month half of the library has gone unused.
Macros are meant to be sent as they are written. They should each be short, specific, and include gaps where details change for different customers. Anything an agent would delete every time has already been deleted.
The difficult part of writing macros is showing variation. Twenty macros that say essentially the same thing all open the same way, and if a customer writes in twice, they will notice. To combat this, the writer varies openings, lengths, and rhythm across the library, so a second contact feels as if a person is having another conversation. That is the whole reason a form letter is never sent.
Macros that get generated are uniformly apologetic and padded, opening with “thank you for reaching out” and closing with “is there anything else I can assist you with?” on every use. Agents cut both lines, meaning you essentially bought a template that is edited before it is sent.
The writer takes your macro list, your refund and shipping policies, and a sample of the replies your best agent already sends. Those replies are the style target. Each macro is given a length agents are unlikely to condense, then reviewed against policy so no saved reply commits you to a timeline you do not control.
Count replies instead of pages. Macros run 70 to 120 words, so a core set of eight contains about 700 words, which means $70 worth of writing and a $0.70 fee. A team covering an entire queue lands near 20 replies. Macros for apologies and refunds are the most rewritten, so they go first.
One rate, whatever the format: $10 per 100 words. You are paying for the writer’s time and judgement, so the price scales with the words rather than with a package tier.
| Typical support macro | Words | Writing | Fee (1%) | You pay |
|---|---|---|---|---|
| Core macro set, 8 replies | 700 | $70 | $0.70 | $70.70 |
| Team macro library, 20 replies | 1,800 | $180 | $1.80 | $181.80 |
| Full queue coverage, 40 replies | 3,500 | $350 | $3.50 | $353.50 |
The writer receives 100% of the writing price. Our 1% fee is added on top of it, and 0.5% is donated to tree planting. Full pricing breakdown.
Every draft goes through an editor, then through several AI detectors and a plagiarism check. Anything that does not come back clean is revised or reassigned. You get the reports with the delivery email.
What the piece is for, who reads it, roughly how long it should be, and anything it must include or avoid. Links to your existing material help. If you are unsure, send what you have and the writer will come back with questions.
This is generally correct. Different refund declines require a firm and a soft response, and agents choose based on how the ticket reads. Tell us the cases that require variance, and we will produce two or three versions rather than one response.
They will be there if you want them. An internal note is shorter and more to the point than the response to the customer, and it is phrased in a different voice. Provide us with your tagging scheme, and we will prepare the note for each macro so agents are not inventing them.
Completely. Copyright transfers to you on delivery, with no attribution requirement and no licence back to us. Nothing written for you is resold, repurposed or republished.
Reviews from completed, paid orders in this category.
Thirty articles with the same structure and with the same voice are difficult to develop for a knowledge base. Screenshot placeholders were described with prose instead of with tags. Unfortunately, our designer had to try to find them with some difficulty. This is a small thing, but I plan to put it in the brief next time.
Twenty-two articles on our top ticket drivers. The writer requested redacted transcripts, and then described the problems in the way customers used the language – thermostat will not hold temperature, instead of thermostat calibration. Help center search finally started working.
Eleven articles covering our top ticket drivers. They requested the original ticket text first, not the internal descriptions, and the difference is significant. The articles use the terms customers input into the search box. There’s been a downward shift of about a fifth in the volume of contacts on those topics.
We do not ask you to take the no-AI promise on trust. Each draft is run through these platforms and the reports are attached to your delivery email.
Originality.aiAI detection + plagiarism
GPTZeroAI detection
TurnitinAI detection + similarity
CopyleaksAI detection + plagiarism
Winston AIAI detection
ZeroGPTAI detection
SaplingAI detection
Content at ScaleAI detection
Send the brief, get a human draft back within 3 days. No account, no subscription, no AI.
$10 per 100 words · all of it to the writer · 0.5% to trees