Understanding
Empathetic, feels needs. Shows understanding of problems.
Archetypes
1✓ What to do
• • Show empathy • Acknowledge problems • Offer solutions • Be supportive
✗ What to avoid
• • Don't manipulate • Avoid hypocrisy • Don't promise impossible • Don't ignore reality
Example Phrases
"We understand how difficult this is. We're here to help."
customer_service"We know you have little time. That's why we..."
email"Your problem is our problem. Let's solve it together."
websiteApplication Contexts
customer_service
10/10
Empathetic support
email
9/10
Support emails
website
8/10
FAQ & Help
Brand Examples
Headspace
WellnessЭмпатичная поддержка
Zendesk
TechUnderstanding customer service
Airbnb
TravelПонимание потребностей