Support conversation follow-up
You were recently in touch with our support team: how that went for you, and whether it sorted things out.
The conviction read: a ticket marked solved can still leave someone unsure. A slow, hedged agree on 'the problem will not come back' often marks a workaround that holds for now, which a count of closed tickets reads as a win.
What's in the template
- It was easy to explain what was wrong. puck
- The person helping me understood my problem. puck
- I heard back in good time. puck
- I was kept up to date while I waited. puck
- I am confident the problem will not come back. puck
- I would be glad to contact support again. puck
Questions about this template
When should it go out?
Shortly after the conversation closes, while the details are fresh. Sent much later, the answers mix in how the product has behaved since, which is a different question.
What if the understanding and confidence items disagree?
If people feel understood but hedge on the problem staying fixed, the fixes may be thin. The reverse often points at tone or speed. Each needs a different change, so read the two items together.