Rules of Writing Better Help Desk Templates to Improve Customer Experience

Your company’s help desk largely affects how customers perceive your brand. Customer service is a crucial element for business success because customers are the ones who can build up or tear down the company. When they turn to you for help, if you don’t approach them in the right way, it will affect your business negatively.

Composing a useful help desk template is a big part of the process. Once you get this done, all you’ll need to do is to put it to use. The following rules will guide you through the process of writing help desk templates that will improve customer experience and strengthen their loyalty.

Start with a general template

There are certain elements of customer service reply that you’ll use no matter how the customers reach out.

Prepare a general template that will consist of those elements. The general template needs to:

  • Address the customer by its name.
  • Greet the customer in a friendly manner and make them feel welcome.
  • Explain that you are there to help them.
  • Send your regards (in the end).

For example:

improve your customer experience with better templates

Source: Broadly

This template will serve as a basis on which you will add on different answers and solutions depending on the problem.

Keep the language simple

The help desk template you'll create will be used for a broad audience. Based on that, you need to write concisely and understandably.

Don’t forget that people who reach out to you will have a different educational background. Write in such a way so that everyone can understand.

Using technical terms and jargon will only lead up to numerous follow-up questions and confusion.

Keep it as simple and direct as you can. Just think of it as if you are talking or corresponding with an acquaintance but in a professional style and tone.

Show support

The first step is to show understanding for their troubles. Customer service encounters different customers; they can ask basic questions or they can be angry because they have a problem with your service or product that they can't solve.

To not make the situation worse, start by showing support.

Include the following elements in your help desk template:

  • Acknowledge that the issue is causing problems.
  • Let them know that understand their troubles.
  • Assure them that you will do everything to help them.

Be customer-centric

Showing customers that they are important and that you will do everything to help them is necessary for building a meaningful relationship.

Related reads: "5 Customer-Centric Copywriting Tips Support Reps Should Use"


Deloitte claims that customer-centric companies are 60% more profitable than those that are not.

Have this in mind through the whole writing process and always remind yourself that it is all about the customer.

Make use of the feedback

The feedback from customers can be an amazing source of information. It will help you understand what you need to prepare for in your template. According to statistic, 62% of customers, customer service insight and knowledge is crucial to providing an excellent support experience.

Read through the previous comments and complaints of your customers to understand how they think.

Both positive and negative feedback will clarify how your customers see your product and service and what they love or struggle with.

While negative feedback helps you to identify the problems, positive feedback can help you to emphasize your strengths.

Mark every issue that reoccurs so that you know what you need to prepare for the template.

Prepare the answers for newbies

Some new customers often have the same basic questions that keep repeating.

You might not expect that the users ask questions such as how to turn on or turn off the product or service or how to change the language for example, but those questions will come up.

Make sure that you prepare answers for those simple questions that you can just send over when they come up.

Considering that the questions won’t differ since the problem isn’t specific but general, there won’t be any variation in the answers.

Have those chunks of reply ready and just add them to the general template.

Check the template for grammar and spelling mistakes

Using a template that is not proofread and edited is highly unprofessional.

Before you put the template to use, you need to double-check every part of the content for mistakes.

Understandably, when you are the one who wrote it, you won't be able to look at it objectively. That is why you need someone to do that for you.

Find a writer or editor who will take a look at the template and make suggestions and corrections. Search for best paper writers to ensure that you’ll work with a true professional.

Create content that will explain the common issues

The same problem with some part of your service can keep occurring. Instead of writing the explanation over and over again, create content that you can send over to customers.

Take as an example Pretty Little Thing. They had numerous comments and claims that their clothes are misleading. To avoid dealing with those complaints, they created a video titled “Wear It The Right Way.”

Source: YouTube

You can also create a video or a document that explains how to use a certain part of your product that your users can’t grasp. Make this attachment a part of your template when needed.

This will save you some time because all you’ll have to do is to send that video or document to the user.

Final thoughts

The help desk is one of the most useful points of contact with your customers. It is your chance to present your company in the best light and establish yourself as a trustworthy brand.

Writing a template can help you make this process less tiring and time-consuming. While you'll need to personalize and customize it along the way, having some basis to start with can be of a lot of help.

This article was contributed by:

Christopher Mercer is a freelance content writer and founder of Citatior, a citation generator for students and education professionals. Feel free to reach out to Chris via LinkedIn.


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