Contacting support properly saves everyone time. Follow these tips to write concise messages, attach helpful screenshots, 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. A good subject helps support agents prioritize and route your request correctly.
- Do:
- Avoid:
2. Be Concise and Structured in Your Message
Provide key details upfront in a logical order. Avoid long, unstructured paragraphs.
Effective Message Structure:
- Greeting:
- Key Identifier:
- Core Problem:
- Expected Outcome:
- Relevant Context:
- Key Identifier:
3. Attach Screenshots Strategically
A picture is worth a thousand words. Screenshots provide undeniable evidence of the issue.
- What to Capture:
- Best Practices:
- Privacy:
- Best Practices:
4. Explain the Problem Clearly
Focus on facts and chronology. This helps agents replicate or understand the issue quickly.
- Include:
- Timeline:
- Device/Browser:
- Exact Error Text:
- Device/Browser:
- Timeline:
5. Choose the Right Channel
Use the appropriate contact method based on urgency and complexity.
| Channel | Best For | Expected Response Time |
|---|---|---|
| In-App / Website Live Chat | Quick questions, instant help | Minutes |
| Email Support | Detailed issues requiring screenshots and reference | 24-48 hours |
| Help Center / FAQ | Self-service for common questions (tracking, returns, payments) | Immediate |
Key Takeaway
Effective communication is a partnership. By providing clear, concise, and complete information