Email comms for Bulb (2019-20)

The brief

Energy company Bulb is well-known for its excellent customer comms, and rightfully so. Most people don’t want to think about their energy supply; they just want it to work, and not cost the earth (literally).

As Senior Copywriter at Bulb, I was often called upon to write emails to customers about their account, as well as marketing new products or services.

Any comms had to get straight to the point, without being insensitive or using unnecessary technical jargon. This example required particular tact, as it dealt with debt and financial issues.

I worked closely with the specialist team to understand the problem, why they needed to send the customer an email in the first place, and wanted they wanted the customer to do.

I then considered the situation from the customer’s point of view, and drafted the email a few times with feedback from the team, making sure to maintain Bulb’s tone of voice and meet its writing guidelines.

The process

The outcome

Subject: <Your supplier has objected to your switch>

Heading: Objection to your electricity transfer

Hi *|FNAME|*,

Unfortunately, your current supplier has objected to your switch at *|ADDRESS|*. In most cases, we find this is due to debt on your meter.

We’ll get in touch with your supplier to find out why they’re objecting. To do this, they’ll have to send us information about your account and any debt on your meter. We’ll take good care of it though, as outlined in our privacy policy.

We’ll then let you know if your switch can go ahead. You may still be able to switch to us, if you have debt up to £500. Or you can choose not to switch. Simply reply to this email.

This may seem a bit daunting, but we're here to help. Head to bulb.co.uk/help, or contact us if you have any questions.

Thanks,

Team Bulb