Customer service
Customer service in Urdu and Roman Urdu: replies customers trust
· 5 min read · Chatziq team
Your customers write the way they speak: Roman Urdu with its many spellings, Urdu script, English, or a mix of all three. How you reply tells them whether they're talking to a person who understands them.
Reply in the customer's language and script
If a customer writes in Roman Urdu, reply in Roman Urdu. If they write in Urdu script, reply in Urdu script. Switching to formal English can feel cold, and switching scripts makes your reply harder to read for them.
Be respectful, not stiff
“Ji”, “aap” and a friendly greeting go a long way. Keep messages short, with one idea each, and avoid walls of text.
- Greet back: Assalam o alaikum → Wa alaikum assalam
- Use “aap”, never “tum”
- One or two short sentences per message
- End with a clear question or next step
Accept every spelling
“Kitne ka”, “kitnay ka” and “ktne ka” all mean the same thing. Never correct a customer's spelling; just answer the question.
Consistency at any hour
The hardest part is replying in the same respectful tone at midnight as at noon. Chatziq follows the customer's language and script automatically, in the tone you set, every time.
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