General Support Protocol

When asking our team a support question, we have compiled a list of simple but effective tips you can follow in order to get your question/problem solved as soon as possible:

DOs 👍 #

• Be as detailed as possible in one message
• Write in clear English and use bullet points when feasible
• Mention which product/service you need help with
• A screenshot is the best way to explain something simple visually. (Use free tool – see tutorial)
• A quick video is the best way to explain an idea or multiple points (Use free tool – see tutorial)
• Send your inquiry to the right place. Inside the Task, if related to a task or relevant conversation if general.
• Explain step-by-step how to reproduce the scenario or problem you are describing (if any)
• State when the problem started and what changes were made immediately beforehand (if any)
• Communicate effectively by focusing on the facts and do it in a respectful and kind way
• ASK a clear question before you assume something is true or false

DON’Ts 👎 #

• Call or Text to try to explain your problem.
• Send multiple messages about the same issue. This will confuse your rep and will take longer to solve the problem
• Send multiple issues/tickets at the same time. Wait for one issue to be solved to create a new issue
• Mix task-related conversation with other conversation channels as each task and conversation have different staff members depending on the specific requirements.
• Write long letter type of messages. The message should be concise and focus on the points at hand. If you have a lot to say, it is better to create a video and explain your point(s)
• Ask business consulting-related questions and expect these to be answered in the support conversation channel. Any “Improvement Ideas or Requests” can only be added to the respective conversation and Strategy Calls task.
• Your perception can play tricks on you, don’t assume things that have not been verified.
• Communicate in a disrespectful manner. Your problems and stresses are not an excuse to vent out with our team.

What's your Reaction?

You have reacted on"General Support Protocol"


A few seconds ago