Support Examples
Productivity
support reply templates
SHOW HN2020
How HN took it
2 positive, 8 neutral or asking, 1 mixed, 26 critical, out of 37 comments about the project. Thread score -0.63.
Idea: 1 for, 20 againstExecution: 1 for, 2 againstDesign: 0 for, 2 against
The thread, comment by comment
Each row is a top-level comment and its replies, in HN's order. Select a cell to open that comment on HN.
positive neutral or mixed critical about another commenter or something else the maker
What HN said
What people liked
Useful for non-native English speakers as wording inspiration
From 1 comment
Thank you! As a non-native English speaker this is actually pretty useful. Of course I don't think this should be used as a copy/paste solution but more for finding inspiration…
agopaul on HN
Objections
Replies feel patronising, insincere and generic
From 5 comments
Might be a British/American difference but I found all of these incredibly patronising and insincere. You need empathy and sincerity to be good at customer service. At the very…
mjmasn on HNSeems like a collection of generic corporate speak. Most of them are some variation on "I'm so [sorry/happy] that you had a [frustrating/great] experience with our product".
vinaypai on HNThey stand out as overly verbose and insincere, but I'm not sure that's something worth emulating.
throwanem on HNIf "standing out" is your goal, sorry but generic boilerplate platitudes is not the way to go. I reckon the problem is this vague notion that exists about what "professional"…
brianmcc on HNYeah, no. The patronizing wall-of-text approach is terrible. Actual useful support replies can't really be scripted, because they are specific to the context of the request.
deeblering4 on HN
Replies do not solve the actual problem
From 2 comments
None of the answers shown have anything to do with fixing the problem. If I contact support, I want either a fix or a refund. See "Bedbug letter".[1] [1]…
Animats on HNAs someone who have worked in support for a long time, these may do the trick for a non-technical customer base that isn't interested in anything but 75% therapy and 25% problem…
hnarn on HN
Canned responses hurt authenticity and reduce trust
From 2 comments
These canned responses totally miss the point. Good support comes from putting knowledgeable people who truly care on the front lines, and giving them the tools and authority to…
rkagerer on HNI'm all in favor of reusing my own replies to customers as long as I customize them. I'm just saving myself some typing. I teach others to do this as a way to optimize their…
geocrasher on HN
Requests
Fix HTTP access by redirecting to HTTPS
From 1 comment
Hey sivaram636, can I request that you redirect port 80 to 443? You've already got TLS and HSTS enabled, but people can still use your site via HTTP, which is what you linked.…
eganist on HN
Collaborate on maintaining the list of responses
From 1 comment
Hey sivaram636, it'd be fun to collaborate on maintaining this list of responses & how it evolves over time. We've built a quick UI that shows the same dataset & would be…
denster on HN
Questions
Does a similar site exist for sales scripts
From 1 comment
Does a site like this exist for sales script?
fudged71 on HN
Alternatives named
marketingexamples.com for sales scripts
From 1 comment
Found this https://marketingexamples.com/ :)
sivaram636 on HN