Customer Support
Support Response Templates
Ready-to-use templates for user and merchant support
23
WhatsApp
3
Email
2
Phone Scripts
28
Total Templates
Response Best Practices
Response Times
- • WhatsApp: Under 5 minutes
- • Email: Under 2 hours
- • Phone: Answer within 3 rings
- • Escalations: 30 min callback
Tone Guidelines
- • Friendly but professional
- • Use customer's name
- • Acknowledge their frustration
- • Always offer next steps
Escalation Triggers
- • Financial disputes >AED 500
- • Legal threats
- • Social media complaints
- • Repeat issues (3+ times)