Foundation · Digital Life

Online support chat

Your goal: use short, direct sentences to explain a problem to a support agent and understand their troubleshooting steps.

1

Survival Phrases

Opening

  • Hello, I have a problem with my [device/app].
  • My order number is #12345.

Stating the problem

  • It's not working.
  • The screen is frozen.
  • I can't log in.

Following steps

  • Okay, I am trying that now.
  • It worked! Thank you.
  • It still doesn't work.
2

Model Dialogue

Support: Hello! How can I help you today?

You: Hi. My app is very slow.

Support: I'm sorry to hear that. Have you tried restarting it?

You: Yes, but it's the same.

Support: Please check for updates in the app store.

You: One moment... okay, I updated it. It works now!

Support: Glad to hear it! Have a great day.

3

Register: polite vs direct

In a chat, short is usually better than long and very formal.

SituationPoliteDirect/Fast
ProblemI'm afraid I have an issue.My [X] is broken.
WaitingPlease bear with me a second.One moment.
4

Typical Mistakes

  • My site is not opening. → The website is not loading.
  • I am with a problem. → I am having a problem. / I have a problem.
5

Culture Note

  • Screenshots: Support agents often ask for a "screenshot" to see exactly what you see. Know how to take one on your device!
6

Practical Task

  1. Practice. Write 3 words you can use to describe an app problem (e.g., slow, frozen, crashed).
  2. Action. Look for the "Chat with us" button on a website you use.

Before you finish, can you…

  • ☐state your order number or account?
  • ☐use a few words to describe a bug?