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Customer support

Support is provided using Intercom.

General notes​

These are random notes of advice that I got from multiple sources and compiled together. General

  • Write in English → English if the standard language in Bugfender.
  • Talk like a human → You can use templates but customize them.
  • People’s names are very important → Make sure to write them correctly. Copy-paste if necessary.
  • Respond quickly even if there’s no solution yet
  • Writing style long/short → If you’re in a chat-like conversation, you can write short sentences in sequence. If you’re in an email-like conversation (eg. the user wrote several minutes/hours ago), write a single long answer.
  • Support hours → hours. Be careful not to reply when you’re not available (eg. right before a meeting, lunch or finishing your workday)
warning

If you become angry or impatient, stop the conversation.

Additional considreations​

How to deal with angry customers​

Customers can be angry sometimes. Sometimes it’s our fault and sometimes it’s not. Either way, it’s good to empathize with them. Tell them you understand their situation and you’ll do whatever you can to help. Do not acknowledge we did something wrong if it’s not clear yet (do not take the blame immediately). Analyze the situation and respond appropriately. If it’s not clear, reassign to Jordi/Aleix.

Dealing with stupid customers​

Sometimes people have a bad day and they just need to vent. It’s okay, don’t take it personally. If the conversation gets too heated, take a few hours to calm down and respond later. Do not accept abuse or bullying. If you feel like you don’t want to respond or you’re hurt or angry, do not reply and reassign the task to Jordi/Aleix.