Contacting support properly saves significant time and frustration. Follow these tips to write concise messages, provide helpful attachments, and explain problems clearly, enabling LoongBuy’s team to assist you faster.
1. Start with a Clear Subject Line
Your subject line should summarize the core issue. Avoid generic phrases like "Help me" or "Problem." Instead, be specific.
- Ineffective:
- Effective:
2. Structure Your Message Concisely
Get straight to the point. A well-structured message helps the agent understand the situation instantly.
Greeting:
Primary Issue:
Key Details:- Full Name & Account Email
Steps Taken:
Desired Outcome:
- Relevant Order/Transaction Number
- Product Name or SKU
- Date of the incident
3. Attach Screenshots or Documents
A visual is often worth a thousand words. Attach screenshots to provide undeniable evidence of the issue.
- What to Capture:
- Best Practice:
- Ensure any personal data in the screenshot is necessary for support; blur out unrelated sensitive info.
- Best Practice:
4. Explain the Problem Clearly and Chronologically
When describing what happened, stick to the facts in the order they occurred.
Example:
This timeline helps support agents replicate the issue in their systems.
5. Be Polite and Patient
Courteous communication fosters a cooperative environment. Phrases like "Please," "Thank you," and "I appreciate your help" go a long way. Remember, the support agent is there to assist you.
Quick-Check Summary Before Sending:
- Is my subject line specific?
- Have I included my account email and order number?
- Is my main problem explained in the first two sentences?
- Have I attached relevant screenshots with clear names?
- Is my request for help clear and polite?
By providing complete, clear, and concise information from the start, you empower the LoongBuy customer service team to resolve your issue in the shortest time possible, leading to a smoother experience for everyone.