Support Writing

Every time you write an email from our sup­port team, you have the oppor­tu­ni­ty to impress the cus­tomer and rep­re­sent our brand. A good sup­port inter­ac­tion can soft­en the angri­est of coach­es — but a bad one can aggra­vate the most loy­al of them. So let’s break it down.

You want to sound friend­ly, nat­ur­al and per­son­al. Use the coach’s name — they’ll appre­ci­ate it. Use your name so the inter­ac­tion feels more per­son­al. Strive to be relat­able, not robotic.

Hello,

Your 2019–20 invoice was due seven days ago. Your account will remain locked until payment is received.

Thanks,
Hudl Support

Hi Coach Johnson,

It looks like your team’s invoice was due last Monday. I’ve already reached out to your customer success manager to see about an extension, and will let you know as soon as I hear back. Would you be able to send us a PO in the meantime?

Thanks,
John Jacobs

Words are pow­er­ful — they can make or break the cus­tomer expe­ri­ence. Coaches don’t expect you to solve their prob­lem 100% of the time. But they do expect empa­thy dur­ing every phone call, email, chat or tweet. And right­ly so. Every inter­ac­tion should make the coach feel under­stood, respect­ed and val­i­dat­ed. Here are some pos­i­tive phras­es to use:

  • Thanks for bring­ing this to our attention.
  • I com­plete­ly under­stand how frus­trat­ing this must be.
  • I’m sor­ry to hear about the expe­ri­ence you had.
  • Great ques­tion, let me find the answer for you.
  • I real­ly appre­ci­ate your patience.
  • Thank you for understanding.

Remember empa­thy doesn’t always mean an apol­o­gy. You can (and should) apol­o­gize when a coach has a bad expe­ri­ence. But you shouldn’t apol­o­gize for things out of your con­trol. It dimin­ish­es our cred­i­bil­i­ty — the more we apol­o­gize, the less mean­ing it has. 

Next time you’re con­sid­er­ing writ­ing I’m sor­ry,” ask your­self if you real­ly need to. If you’re not 100% cer­tain, think about how you can rephrase it. Turn I’m sor­ry your inter­net is hav­ing trou­ble” into Let’s rule out your WiFi as the pos­si­ble cause of these upload problems.”

Put a pos­i­tive lens on what you write so you don’t come across as confrontational.

You can’t see the exchanges tab because you’re not an admin.

Only team admins will be able to see the exchanges tab. Looks like your team admin is Bill Simpson. He can send the exchange or make you an admin.

The first says what can’t be done while the sec­ond com­mu­ni­cates what can. A few more words or details can make all the dif­fer­ence in the coach’s eyes.

In most cus­tomer emails, there’s more than one ques­tion being asked. To avoid send­ing a long para­graph of infor­ma­tion back, seg­ment your response into mul­ti­ple small sec­tions or use lists. Use bold or ital­ic text to empha­size. But remem­ber — if every­thing is empha­sized, then noth­ing is.

For more tips on how to make read­ing easy, vis­it our acces­si­bil­i­ty sec­tion.

Every inter­ac­tion is a chance to teach the coach some­thing new. If they send an email ask­ing how to install their Focus mount, send them those steps plus how to mount their camera.

Great question! This tutorial will walk you through how to install your mount. Once that’s up, follow these steps to get your camera mounted.

If you want bonus points, intro­duce them to a new resource while you’re at it.

Great question! This tutorial will walk you through how to install your mount. Once it’s up, follow these steps to get your camera mounted.

Another great resource to check out is our Focus guide. You’ll learn about everything from installation to livestreaming.

But be care­ful not to bom­bard. Find the sweet spot between empow­er­ing them with resources and over­whelm­ing them.

  • Is this how I would talk to the coach over the phone?
  • What resources would help them learn even more?
  • Is my response struc­tured, orga­nized and helpful?
Last Updated: 26 May 2020 at 3:01pm CDT