Our customers are fellow engineers and great people to work with. This guide will help you understand the tone and communication style that reflects Activepieces’ culture in customer support.
Reply quickly! People love fast responses. Even if you don’t know the answer right away, let them know you’ll get back to them with the information. This is the fastest way to make customers happy; everyone likes to be heard.
Explain the issue clearly, don’t be defensive, and be honest. We’re all about open source and transparency here – it’s part of our culture. For example:
✅ “I’m sorry, I forgot to follow up on this. Let’s get it sorted out now.”
❌ “I apologize for the delay; there were unforeseen circumstances.”