When interacting with your users through Helpshift, we recommend you follow these guidelines to give your users the best support experience.

1. Write in a friendly, casual tone.

2. 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.

3. 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.