Patchstack uses a friendly, warm tone when talking to customers, leads or do social media posts. We do everything we can to not sound and act like a corporate.
Even though security is a serious topic, we should act as if we are communicating with our friend, as much as possible. It is totally okay to use slang words as well.
Tips & tricks
1. To keep the warm tone, use emojis and cool words to express emotions and overall vibe
- Howdy, Jacob 👋!
Thanks for checking into support! - Heya! I’ll check this error in a moment and get back to you ASAP! 🙂
- Gotcha! Our team is already investigating it as we speak 🕵️
2. Handling negativity
If they have rather negative emotions during the chat, do not escalate and express negativity or anger in response. In these scenarios, it may not be a good idea to answer with toxic positivity either. Rather, stay polite and neutral. To welcome a negative customer, you can use lines like:
- Hey, Lois! I completely understand your concern about X&Y.
- Hey, Peter! Really sorry for the inconvenience we have caused with that.
3. In case you don’t have a good answer, and need support from the team
It’s totally normal to not always have answers to everything our customers may ask. Sometimes there are technical problems, which would require our developer to investigate. Sometimes there could be billing issues that need to be taken a look into. In some cases you just may have forgotten about certain functionality and need support from our team.
In theses cases, you can answer something like:
- Unfortunately I can’t currently answer to that myself, but we’ll check into that with our team and get back to you as soon as we can! 😊 Note that this chat will remain open and you will get a notification to your email once we have answered you 📩
(you can then snooze the conversation or leave open, however you prefer)
4. Use notes
Feel free to write anything important to the Notes tab of the chat. You can also always tag another team member in Notes tab, in case you need help.
- Setting the tone (based on workshop we had)