Reply: Product or How-To Question

Purpose: answer questions about using a product, service or feature, accurately and simply.

Use it when: a customer asks how to do something, whether a product fits their need, or what a feature does.

Goal: the customer can do what they wanted without writing again.

Version: v1.0

Before you send

Knowledge base and product information checked; answer confirmed from an approved source
If the answer is not in an approved source: ask Tier 2 or the client, do not guess
Customer's product, plan, model or version confirmed
Steps tested yourself, if you have access to a test account or demo
Every question in the message noted

The flow

1. Personal line and the direct answer

You: Hi (CUSTOMER FIRST NAME), Good question. Yes, you can (DO THE THING). Here's how.

Why it works: "yes" or "no" first, then the how.

2. Numbered steps, one action each

You:

Go to (MENU OR PAGE).
Click (BUTTON NAME).
Choose (OPTION) and click Save.

Why it works: one action per step is easy to follow while looking at the screen.

3. Link to more help

You: There's a short guide with pictures here: (KNOWLEDGE BASE LINK)

4. Anticipate the next question

You: Tip: once it's on, (WHAT THEY WILL NOTICE NEXT, for example "you'll get a confirmation email within a few minutes"). If anything looks different on your screen, reply with a screenshot and I'll guide you. Best, (YOUR NAME)

If the answer is "no, it cannot do that"

You: Good question. (PRODUCT) can't (DO THE THING) right now. The closest option is (ALTERNATIVE), which (WHAT IT DOES). I've also passed your idea to our product team.

Tag it as a feature request (see Feature Request reply).

If it is a pre-sale question ("Will this fit / work for me?")

Answer only from approved product information (sizes, specifications, compatibility lists). If you are not sure:

You: I want to give you the right answer rather than a guess. I'm checking with our product team, and I'll reply by (TIME AND ZONE).

If it is a safety question

Answer only from the client's official safety information. If the customer describes a safety risk (overheating, injury, fire, choking hazard), treat it as Urgent and follow the Escalation Ladder.

Objections and tricky replies

Customer says	You reply
"I tried that, it didn't work."	"Thanks for trying. Could you send a screenshot of what you see after step 2? That'll show me where it's getting stuck."
"Can you just do it for me?"	If your access allows and the client permits it: do it and confirm. If not: offer a call or a step-by-step walkthrough.
"Your instructions are confusing."	"Sorry about that. Let me try a simpler way." Rewrite shorter. Tell the knowledge base owner the article needs work.

After you send

Internal note: only if useful to others (for example "Customer on legacy plan; feature not available, suggested upgrade path").

Tags: how-to, product or feature tag. Status: Solved.

Never do this: never guess about compatibility, safety, medical, legal or technical specifications. A wrong "yes" leads to returns, complaints or harm. "Let me check and reply by (TIME)" is always acceptable.