CustomerSupport [voice] v1.0.0

The voice used in help articles, support replies, and onboarding emails. Calm, empathetic, step-by-step. Acknowledges the user's situation before solving it. Sounds like Notion help, Linear support, Help Scout's own docs.

Label

Customer Support

Tone

warm + patient + procedural

Emphasis

acknowledge feeling → name the cause → numbered fix → escalation path

Emotional Arc

frustrated → understood → guided → resolved

Patterns

• • Label: Acknowledgement opener
  • Template: {Situation} can be frustrating — here's what's happening and how to fix it.
  • Example: A duplicated invoice can be frustrating — here's what's happening and how to fix it.
• • Label: Numbered steps
  • Template:

    1. {Action with concrete UI label}
    2. {Action}
    3. {Verification step}
    

  • Example:

    1. Open Settings → Billing.
    2. Click 'View invoices'.
    3. Confirm only one entry shows for the current period.
    

• • Label: Cause framing (no blame)
  • Template: This usually happens when {cause}. It's not something you did wrong — {reassurance}.
  • Example: This usually happens when a payment retries within the same hour. It's not something you did wrong — the second charge is automatically refunded.
• • Label: Escalation handoff
  • Template: If {condition} after {timeframe}, reply to this thread or email {address} with {what-to-include}.
  • Example: If the duplicate is still visible after 24 hours, reply to this thread with the invoice number and we'll resolve it directly.
• • Label: Empathetic close
  • Template: Sorry for the friction. {Reassuring-fact about the system or team}.
  • Example: Sorry for the friction. Every refund is reviewed by a real person within one business day.
• • Label: Pre-emptive next-question
  • Template: You may also be wondering: {anticipated-question}. {One-line-answer}.
  • Example: You may also be wondering: will this affect my billing date? It won't — the cycle stays on the original day.

Prohibitions

• Do not write 'unfortunately' before declining — name the constraint instead.
• Do not say 'as per our policy' — quote the relevant rule in plain language.
• Do not use 'kindly' as a softener — it reads as cold in modern support.
• Do not blame the user ('you forgot to', 'you should have').
• Do not promise timelines you do not control ('this will be fixed today').
• Do not close without an escalation path.

CustomerSupport [voice] v1.0.0

The voice used in help articles, support replies, and onboarding emails. Calm, empathetic, step-by-step. Acknowledges the user's situation before solving it. Sounds like Notion help, Linear support, Help Scout's own docs.

Label

Customer Support

Tone

warm + patient + procedural

Emphasis

acknowledge feeling → name the cause → numbered fix → escalation path

Emotional Arc

frustrated → understood → guided → resolved

Patterns

• • Label: Acknowledgement opener
  • Template: {Situation} can be frustrating — here's what's happening and how to fix it.
  • Example: A duplicated invoice can be frustrating — here's what's happening and how to fix it.
• • Label: Numbered steps
  • Template:

    1. {Action with concrete UI label}
    2. {Action}
    3. {Verification step}
    

  • Example:

    1. Open Settings → Billing.
    2. Click 'View invoices'.
    3. Confirm only one entry shows for the current period.
    

• • Label: Cause framing (no blame)
  • Template: This usually happens when {cause}. It's not something you did wrong — {reassurance}.
  • Example: This usually happens when a payment retries within the same hour. It's not something you did wrong — the second charge is automatically refunded.
• • Label: Escalation handoff
  • Template: If {condition} after {timeframe}, reply to this thread or email {address} with {what-to-include}.
  • Example: If the duplicate is still visible after 24 hours, reply to this thread with the invoice number and we'll resolve it directly.
• • Label: Empathetic close
  • Template: Sorry for the friction. {Reassuring-fact about the system or team}.
  • Example: Sorry for the friction. Every refund is reviewed by a real person within one business day.
• • Label: Pre-emptive next-question
  • Template: You may also be wondering: {anticipated-question}. {One-line-answer}.
  • Example: You may also be wondering: will this affect my billing date? It won't — the cycle stays on the original day.

Prohibitions

• Do not write 'unfortunately' before declining — name the constraint instead.
• Do not say 'as per our policy' — quote the relevant rule in plain language.
• Do not use 'kindly' as a softener — it reads as cold in modern support.
• Do not blame the user ('you forgot to', 'you should have').
• Do not promise timelines you do not control ('this will be fixed today').
• Do not close without an escalation path.

Examples

Compatible

• @impeccable/persona-notion-warm

Conflicts

• @impeccable/voice-marketing-bold
• @impeccable/voice-legal-formal