Writing for Support Checklist
Writing for Support Checklist
Ensure your support responses are clear, empathetic, and effective. Use this comprehensive checklist to improve customer communication quality.
Response Context (Optional)
Quality Score
0%
Needs Improvement
0 of 25 items checked
Tone & Empathy
Acknowledge the customer's concern or frustration
Weight: 5Critical
Show empathy and understanding
Weight: 5Critical
Use positive, helpful language
Weight: 4
Maintain professional but friendly tone
Weight: 4
Avoid technical jargon or complex terms
Weight: 3
Clarity & Structure
Use clear, descriptive subject line (if email)
Weight: 3
Include appropriate greeting with customer's name
Weight: 3
Organize information in logical order
Weight: 4
Use bullet points or numbered lists for multiple items
Weight: 3
Keep sentences concise and easy to read
Weight: 4
Content & Accuracy
Directly address the customer's specific issue
Weight: 5Critical
Provide accurate and up-to-date information
Weight: 5Critical
Give complete answer, not partial solution
Weight: 5Critical
Include examples or screenshots when helpful
Weight: 3
Offer alternatives if primary solution isn't available
Weight: 4
Action & Follow-up
Provide clear, actionable next steps
Weight: 5Critical
Include realistic timeline for resolution
Weight: 4
Provide contact information for further assistance
Weight: 3
Mention follow-up process if applicable
Weight: 3
End with helpful closing and signature
Weight: 3
Quality Assurance
Proofread for spelling and grammar errors
Weight: 4
Verify all links and attachments work correctly
Weight: 4
Check formatting and readability
Weight: 3
Ensure response is personalized, not generic
Weight: 4
Align with company brand voice and values
Weight: 3
Pro Tips for Better Support Writing
Before Writing:
- Read the customer's message completely
- Identify the main issue and any sub-issues
- Check for customer's emotional state
- Gather all necessary information
While Writing:
- Start with empathy and acknowledgment
- Use the customer's name when appropriate
- Be specific and avoid vague language
- End with a clear call-to-action
Frequently Asked Questions
How can this checklist improve my support responses?
This checklist ensures your responses are clear, empathetic, and actionable. It helps maintain consistency across your team and improves customer satisfaction by addressing common communication issues. Use with our CSAT calculator to measure improvement.
Can I customize the checklist for my team?
Yes, The checklist is designed to be adaptable. You can add team-specific guidelines, remove irrelevant items, and adjust the criteria based on your support style and customer needs. Consider using our diff checker to compare different versions.
How often should I use this checklist?
Use it for training new team members, reviewing difficult responses, and periodic quality checks. Once the principles become habit, you may only need it for complex or sensitive communications. Track your progress with our response time calculator.