1. Be a Human Being

• Empathize with them: Feel their pain! 
• They are not as familiar with the software as us.
• This directly affects their source of income.

2. Understand the Issue

• Identify and understand all of the questions being asked.
• Identify the source of confusion.

3. Provide the Best Possible Solution or Workaround

• Use all of the tools available: Messages, Loom,  Screenshare. (Note: we do not provide phone support)
• Answer all of the questions and clear up confusion.

4. Know when to Screenshare

• Do you need more info from the client: screenshot,           version, email address.
• Do you need more info from the Fundy Team.
• Do you need to test something: error, lab, link.
• Maintain clear and concise communication!

5. Promote Further Communication or Support

• Thank them for reaching out.
• Let them know you’re there for future support.
• Create raving fans.