When interacting with your users through Helpshift, we recommend you follow these guidelines to give your users the best support experience.
- Write in a friendly, casual tone.
- Helpshift’s in-app messaging feature makes your user feel like they are texting someone. This is different than email, so keep your responses short and to the point—just like SMS messages.
- Identify the problem, and set realistic expectations on a solution. As a general rule of customer support, your Agents should confirm the user’s question or problem before giving a solution or timeline as to when it will be resolved.