🔄 Support chat lifecycle

In Patchstack support:

  • We use automated workflows, where people can click through certain flows to reach to the relevant answers.
  • We use AI chatbot (Hackuu) which uses the data we constantly feed it – Patchstack documentation articles, blog articles and custom information snippets we write inside in Intercom.

Support cases

Existing user writes to support

  1. User writes to the support chat
  2. AI tries to solve the problem
  3. There was no help of AI, so customer clicks “👤 Talk to person” or just starts writing
  4. They see the expected reply time
  5. We chat with the customer, find the best solution for current situation
  6. If it was a good conversation we ask for a review: https://wordpress.org/support/plugin/patchstack/reviews/
  7. Let them know they are welcome to ask any other questions, if needed
  8. Snooze or close the chat

Visitor or lead writes to support

  1. Someone writes to the support chat
  2. They see the expected reply time
  3. We chat with the customer, find the best solution for current situation
  4. If it was a good conversation we ask for a review: https://wordpress.org/support/plugin/patchstack/reviews/
  5. Let them know they are welcome to ask any other questions, if needed
  6. Snooze or close the chat

During the conversation

  • As much as possible, try using warm, rather friendly than corporate official tone with our customers.
  • Always good to use emojis to express good vibes. Examples:
    • Howdy, Jacob! 👋 Thanks for turning to support.
    • Heya! I’ll check your error in a moment and get back to you asap! 🙂
  • If they have rather negative emotions during the chat, do not escalate and express negativity or anger in response. For welcoming a negative customer, you can use a line like:
    • Hey, Lois! I completely understand your concern about X and Y.
    • And then explain the steps to take, to get closer to the solution.
  • It is normal to not have answers to everything all the time. Sometimes there are technical problems, that would require someone technical from our team to take a look at the backend of our product. If you cannot currently give a good answer, say something like:
    • I can’t currently answer that myself, but we’ll check this issue with the 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
  • Feel free to write anything important to the Notes tab of the chat, or tag another team member, if you need help

Conversation on hold

Sometimes customers don’t reply for long time, or just leave the chat hanging. In that case:

  • Snooze the chat for 1-2 days
  • If no response is received during that time, write a follow-up and ask if the customer got it resolved
  • If they don’t answer after another day close the chat

Ending the conversation

  • If the conversation went well and you got the customer’s problem solved, make sure to ask for a review in WordPress.org or G2 portal. For example:
  • Let them know that if they have any other questions, may they feel free to turn back any time! Here are some fun examples, but feel free to come up with your own, if you’d like.
    • I’ll wrap this up here and will let you get back to the rest of your day. 😉  However, you know where to find me if you need to reach back. Have a great week! ** send some byebye GIF **
    • Thank you! If you have any more questions in the future or need further assistance, don’t hesitate to reach out. Have a great day! 👋
    • Alright, I’ll leave you to the rest of your day. Remember, I’m here if you need anything further. 😀
    • I hope this helped! In that case, I’ll step away from this conversation for now. Feel free to reach out if any questions come up. Have a wonderful day! ☀️
  • Close the conversation

Forward to another team-mate

Assign to Sander when:

  • Customer asks for a refund
  • Customer has any other issues or questions with billing / subscription
  • Technical issue, that you cannot currently solve

You can always tell customers:

“I’ll forward your request to our billing team – they will contact you regarding your billing once they are available.” ”I’ll forward your request to our technical team – they will contact you once they have found a solution for your issue.”

Ask the customers to send an email to Darius when:

  • Customer has any kind of questions of specific vulnerabilities
  • Customer has any kind of questions regarding vulnerability database entries
  • A lot of times some plugin owners come to chat and ask things like: “Why is my plugin listed as vulnerable in your database, we haven’t received any letters from you! How to fix it?”. In that case just let them know that they actually have been contacted by Darius with details on how to fix their code, but if they cannot find our emails, then let them send an email to Darius to ask for the details again.
  • Email: darius.sveikauskas@patchstack.com

You can also direct them to join our Discord community, if they are interested in finding vulnerabilities and being part of the Patchstack community.

https://discord.gg/rkE8yxtNmS

Ask the customers to send an email to Francesca when:

  • They have some sort of bigger sales question like hosting company wanting to partner up with Patchstack; or have questions of Enterprise API pricing.
  • Ask them to write a very detailed email to Oliver about how do they exactly see the partnership; what are the usage volumes (if they want to use our API).
  • Email: francesca@patchstack.com
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