Support Writing Guidelines

1. Ban the Corporate Apology

Never write: "We apologize for any inconvenience this may have caused."

It is passive, clinical, and insulting. If our system broke, we caused an inconvenience. Own it actively.

Write instead: "I'm sorry our system went down. I know this broke your workflow this morning."

Tech companies use these words to sound innovative while saying nothing. Customer support should deal exclusively in concrete facts.

Write instead: "This feature lets you export to CSV in one click."

Never start an email with: "Are you tired of manually syncing your data?"

They are writing to support; they are already tired. Give them the answer immediately.

If we cannot do what they want, do not bury the "no" in the third paragraph behind a wall of empathy. Respect their time.

Write instead: "Hi Sarah, unfortunately, we don't support custom SSO on your current plan. Here is a workaround you can use in the meantime..."

Use our tool to check if your current macros sound like a human or a robot.