Customer support
Write clear support replies
Chat and email support that customers understand the first time: answer first, numbered steps, one question at a time.
4 min read
A reply in four parts
- Greet them by name.
- Answer the question in the first sentence.
- Give numbered steps if they need to do something.
- Close by checking the problem is solved.
Keep it simple
Short sentences, no internal jargon, and one question at a time. If a customer has to ask "what do you mean?", the reply was too complicated.
Read it before you send it
Check names, order numbers and spelling. In writing, your tone comes only from your words, so a friendly opening and a clear close matter more than on the phone.