Overview

We’re a company focused on building the most seamless and natural experience to interact with technology, with a voice interface that users trust.

These principles apply to every customer touch point, including customer support.

Core principles

Talk like a friend

• OKAY: use casual tone, exclamation marks, emojis, abbreviations
• NOT OKAY: use swear words, have grammatical mistakes (all support tickets say “Written with Flow”, so make sure there are no spelling mistakes etc)
• Eg. “Hey, we gotchu, you can sign up here: xxx. I can get back to you tom.”

Avoid corporate jargon

• Bad: “We will respond in 2-3 business days”
• Good: “Hey, our eng team is a bit swamped, let me get back to you by Friday”

Be grateful for the user’s time and feedback

The undertone for our messages should be: “Hey, we work really hard to make Flow good and we’re really grateful to have you as a customer. You probably have 100 things to do, but you took out 5 minutes to drop us a note to help us improve the product. And we really appreciate that”

And sometimes, drop in a little delight

• Example: “Hey Joy, I’m sorry you’ve been facing these issues. Let me chat with my eng team and fix these bugs for you. PS: really appreciate all the feedback you’ve been sharing. Here’s a 50% off promo code as a token of appreciation.”

Be specific

DON’T: “Thank you for your feedback, we’re looking into it”