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Thanks for reaching out. The issue you’ve described seems to be on your end. Please check your settings or consult our docs for further guidance. If the problem

Thanks for reaching out. The issue you’ve described seems to be on your end. Please check your settings or consult our docs for further guidance. If the problem persists, feel free to get in touch.

Gustomaximus 2y ago
Would it be worth putting a price to investigating? Message like: "Our premium support can investigate this for $XYhr. If the fault is at our end we will waive any fees. Please let us know if you wish to proceed."
- zie 2y ago
  Oooh, the Microsoft approach! :)
- filoleg 2y ago
  Take my advice with a grain of salt, as I am a customer rather than someone running a product with customer support. I would say this would only feel justified if the product pricing page already had clear tiers outlined for paid support. Putting a price per hour on customer support otherwise would make me feel like I am just being milked behind closer doors for more money, and non-paying customers are getting shafted. If a paid customer support tier is something you offer, imo it should be clearly outlined on publicly available pages with explicit explanation about the differences between free vs paid customer support. You suggesting it in private communications only would feel suspicious and shady to me as a customer. However, if the customer themselves suggested to pay you extra for that personal support, that’s a different story.
  - kadoban 2y ago
    That's fair, but also: sometimes the customer going away and not using the product anymore is the correct result for both sides.
Aachen 2y ago
I'd 100% expect that to be a template from someone who either has no clue and can't investigate, or has 200 other tickets to get to and couldn't be bothered to look into a case that isn't in the FAQ. It also does not say what makes you have this assumption and so it works only as a brick wall to alienate any customer goodwill you may have built up. Please never write this unless it's self evident why it's on the customer's side and you have good reason to think they're just trying to annoy you by reaching out despite that
- xyproto 2y ago
  I hate this type of communication too, including templates and chatbots. It was just an example, though.

Thanks for reaching out. The issue you’ve described seems to be on your end. Please check your settings or consult our docs for further guidance. If the problem persists, feel free to get in touch.

Gustomaximus 2y ago

Would it be worth putting a price to investigating? Message like: "Our premium support can investigate this for $XYhr. If the fault is at our end we will waive any fees. Please let us know if you wish to proceed."

zie 2y ago
Oooh, the Microsoft approach! :)
filoleg 2y ago
Take my advice with a grain of salt, as I am a customer rather than someone running a product with customer support. I would say this would only feel justified if the product pricing page already had clear tiers outlined for paid support. Putting a price per hour on customer support otherwise would make me feel like I am just being milked behind closer doors for more money, and non-paying customers are getting shafted. If a paid customer support tier is something you offer, imo it should be clearly outlined on publicly available pages with explicit explanation about the differences between free vs paid customer support. You suggesting it in private communications only would feel suspicious and shady to me as a customer. However, if the customer themselves suggested to pay you extra for that personal support, that’s a different story.
- kadoban 2y ago
  That's fair, but also: sometimes the customer going away and not using the product anymore is the correct result for both sides.

Aachen 2y ago

I'd 100% expect that to be a template from someone who either has no clue and can't investigate, or has 200 other tickets to get to and couldn't be bothered to look into a case that isn't in the FAQ. It also does not say what makes you have this assumption and so it works only as a brick wall to alienate any customer goodwill you may have built up. Please never write this unless it's self evident why it's on the customer's side and you have good reason to think they're just trying to annoy you by reaching out despite that

xyproto 2y ago
I hate this type of communication too, including templates and chatbots. It was just an example, though.