Writing about help and support
We have a support portal where our Customer Service team writes support articles.
We also sometimes have support forms where users can submit a ticket for their problem.
Customer service
You can refer to customer service as:
- us
- the team
- our team
Examples:
Our team is available to help you.
Contact customer service for help.
Support portal articles and forms
People can find our support articles in the Support portal.
Do not use:
- ‘Help centre’
- ‘Support hub’
- ‘Help articles’
- ‘Faqs’
- ‘Frequently asked questions’
Links to support articles or forms should be clear and concise. Write the link text to match the title of support articles.
Wherever possible, link to a specific article or form that you know is relevant to what users are trying to do on the page. Only linking to the support portal home page leaves users with the job of finding the relevant information.
Examples:
Common issues when verifying your identity
Need help?
Contact us using this support form.
Need help?
Use our Support portal.
Contact
Contacting us should be the last resort for our users.
Our services and content should be clear enough that they do not need our help. Support articles should help for any known and common issues or edge cases.
Do not use informal or colloquial language such as ‘get in touch’ or ‘reach out’.
Whether they are within the user interface or long form content, calls to contact should be:
- brief
- consistent
- active and direct
Example:
Need help? Contact us
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