It's a bit vague, I'll admit. Users in this space are typically plagued by poorly written emails, or emails that are still, "Hello," if any greeting at all; they also often come from noreplys and close you off from the operator.

By presenting myself as, well, myself, having an informal tone (I mentioned to another user that I talked to everyone as if they were a friend of a friend), and always closing with "if you need anything just reply :)," it was a good way to reach users and to establish the human element.