We already know. We’re the people you wouldn’t want to talk to. Every time you write to us it’s because something’s not right, or it’s not working or it’s confusing. That’s what we’re here for. It’s our challenge: turning dissatisfied users into happy users 🙂 And we always want to do it in the best way and as quickly as possible.
You can help us do this. Here are 5 tips to help you get better care.
Let’s face it: No one likes to spend most of their day talking to someone from Customer Service. We’re fun, but we’re not that fun.
1- The telephone and chat are not always the best options
We understand that sometimes you need an instant response when something is not right. But in most cases, an email with concrete information about what is happening is the most effective. You won’t waste a lot of time trying to explain what’s going on and if the information is in the email, you’ll get the right answer with details of what you need to do.
In many cases, the phone can be a download when something is not right, but by email we can better analyze how to help you. Yes, sometimes we need the help of our team to solve it.
2- We love screenshots and links ❤️
3- “It doesn’t work” doesn’t help us 👎
All of us who work giving support have received an email similar to this. “Hi. Registration’s not working.”
We know that there is something wrong, and that is why you will probably write to us. But we need information in order to find the solution. Always think about writing based on these four points:
- What’s going on?: Explain in detail what’s happening to you, what part of the platform you’re on, and what you’re trying to do.
- How does it happen?: Explain the steps you take to make this happen.
- Is it urgent?: Tell us how urgent it is for you, how it affects you and what you need. Maybe we can find an alternative solution or we can solve your need in another way if we know what you want.
- Images and links: Remember that we love screenshots. But also links to your profile, to a project or to the page where you are having the problem.
If you send us an email like this, you will certainly help us a lot, but the most important thing is that the solution will arrive faster.
This is a great way to explain to us what’s going on:
I am trying to make a delivery in the project: www.workana.com/job/…. and I get an error message that says “Error 404” when I click on OK. Attached image with the error.
Please, it’s important since my client needs the deliverable today. Thank you very much :)”
4- We like GIFS and emojis very much 👏
We enjoy it when users make us laugh or tell us personally how happy they are with our help. We work for that, we want to help users and we like to do it. We understand them because we are also users of other services and we know how difficult it is when we are not given a solution.
For that reason, and because we really want everyone to have a good experience, is that we work giving support. And the truth is that we feel very good when we get feedback for our attention. It’s always read by someone on the team and we often share it with each other 🙂 We also like to have our name mentioned.
And if you accompany it with a good GIF (especially for pets) 🐶, even better!
5- Our work starts on the platform and the Help Center
Since we like to help you, we try every day to give you the tools so that you don’t have to contact us. Remember that on the same platform there are texts and question marks (?) with lots of valuable information about how something works.
Also in our Help Center you can find a lot of information about how the platform works or how to solve certain recurring problems.
Many times, you can solve a problem faster by using one of our articles or by reading our ads on the platform 🙂 💪
But the most important thing we want to say is that we are real people. We promise you, we’re not robots!! Currently we are Silvia, Carla, Jackie, Pame, Ket, Ari, Kami and Lucas. Three of us live in Brazil, three in Argentina, one in Mexico and one in Panama.
While we are behind a screen, we are people, and as such, we make mistakes. We also get angry and we laugh. But what moves us every day is to try to give our best and be able to help you when you have a problem.
When you have a problem, don’t hesitate to write to us. We only ask for a good emoji and a little patience 🙂
We will do our best to give you the solution you are looking for 👌!