Guides
Calmer support, step by step.
Practical guides for small support teams, with templates you can copy. Useful whichever helpdesk you use, written by the person who builds Flagbell.
Support for multiple brands
Once you run more than one store or site, support spreads out fast: a mailbox per brand, a chat tool on one site, a FAQ page on another. Working from one place saves you from switching all day. One thing has to stay: every customer should feel they’re talking to the brand they chose. This guide sets that up, from the addresses to who answers what.
Read the guide · 5 min read →Handling GDPR requests
Sooner or later a customer writes: “What do you have on me?” Or: “Delete everything.” They rarely say “GDPR”. This guide shows a small support team how to spot them in email and chat, meet the deadline, check who is asking and reply. It’s practical guidance and doesn’t replace legal advice.
Read the guide · 6 min read →Writing saved replies
A saved reply is an answer you write once and reuse whenever the same question comes in. A good one saves typing and gives every customer the same correct answer. A bad one reads like a form letter, and the customer writes back to ask their question again. This guide covers which replies to write first, how to build them, how to keep two languages in step and when to leave them alone. Four templates are ready to copy.
Read the guide · 6 min read →Chat after hours
Live chat promises a person, and soon. Outside office hours that person isn’t there, and a chat that looks open but stays silent feels worse than no chat at all. This guide shows how to keep the chat useful when nobody is online, from the text in the widget to the first reply the next morning.
Read the guide · 5 min read →How we write them
- Each guide is a method you can follow in any helpdesk, with templates to copy.
- No invented numbers or customers. Where a guide states a legal fact, the sources are at the bottom.
- Written by Frank Spin, who answers the support for several of his own products himself.