Acknowledge & Empathize

"Hey [First Name], thanks for reaching out. I understand how frustrating this must be, and I appreciate you bringing it to our attention."

If it’s a technical issue:

"I see what you’re experiencing, and we’re here to help you get this sorted out as quickly as possible."

If it’s a complaint:

"I hear you, and I totally get why this would be frustrating. Let’s get this fixed for you."

Clarify the Issue

"Just to make sure I fully understand—[summarize the issue]. Does that sound right?"

For unclear inquiries:

"Could you share a bit more detail on what’s happening? A screenshot or error message would be really helpful."

Provide a Clear Resolution

If it’s a known issue with a fix:

"Good news—there’s a simple solution! Here’s what you need to do: [steps to resolve]. Let me know if you run into any issues while trying this."

If the issue requires further action:

"I’m escalating this to our [tech/sales/billing] team so we can resolve it as soon as possible. You’ll get an update from us within [timeframe]."

If it’s something that can’t be fixed immediately:

"I completely understand how important this is. While we don’t have a fix right now, our team is actively working on it, and I’ll keep you updated as soon as we have a solution."

Offer Additional Help

"While I have you here, is there anything else I can help with?"

For proactive support:

"A lot of users in your situation have also found [feature/resource] useful—would you like me to walk you through it?"

Close on a Positive Note

"Thanks for your patience, [First Name]. We appreciate you being part of [Company Name], and we’re here whenever you need us."

If the issue was resolved:

"I’m really glad we could get this sorted for you! If you ever need help again, just reach out."

If the issue is ongoing:

"I’ll stay on top of this and follow up once we have an update. Thanks for working with us on this!"