a single source, nothing corroborates it
Apologise first and mirror the annoyance
Support replies are read for tone before content, and an apology costs nothing even on the fifteenth message about something obvious. Say back how irritating it must be, then cut the explanation down to what they need: that an upgrade broke it, not which dependency was involved.
The method
- 01
Apologise freely, even when you do not mean it and even on the fifteenth message about something obvious, and mirror back how annoying it must be for them.
- 02
Be honest but edit ruthlessly to what the customer needs to know: say that upgrading part of your stack caused a temporary problem, not which library broke which dependency.
What it returned
The author notes detailed technical replies take longer to write and confuse anyone who is not a developer themselves
Sources
- Micro-SaaS Ebook: Retention & SupportTyler Tringas · tylertringas.com · Attitude hacks: Providing great support as a team of one · 2017-07-31
the second source
Three plays a week, for the phase you are in
No roundup of links, no news. Three tactics more than one builder arrived at separately, with the numbers each one returned and the disagreements left in.
More in copy
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- Interview buyers and write the page in their sentences6 unconnected
- Re-aim one durable claim at today's worry5 unconnected
- Answer the predictable objection with a specific4 unconnected
- Say the thing only you could have said4 unconnected
- Tighten the headline until only your segment fits4 unconnected