For most people, working with technical support is somewhere near dental work on a list of fun things to do. Believe it or not, talking with tech support for a website problem doesn't have to ruin your day.
I can't promise that the experience will be enjoyable, but there are several things you can do to help make talking to support less painful for you.
Before writing an email, make sure you're prepared to explain your problem. The better prepared you are, the less time you'll spend talking to tech support. The exact things you should have ready will vary depending on your problem but here are several to keep in mind:
Receiving your request, Support Team member can follow only the given information. For example, saying "My website just quit working" doesn't say anything at all. There are millions of ways a website might not be "working" and the ways to fix those problems vary tremendously. I always recommend stepping through, in great detail, the process that produces the problem.
Also, please add the following technical details to your verbal description:
The video autoplay function doesn't work! How to fix this issue?
The video autoplay function doesn't work in Chrome 67, I also tried in Safari and Firefox, but issue occurs only in Chrome. Here's the URL to the page.
Another way to avoid confusion when communicating is by repeating what the person you're talking to is saying.
For example, let's say we advise you to "Click on x, then click on y, then select z." You should repeat back "Okay, I clicked on x, then I clicked on y, then I selected z." This way, we are confident that you completed the steps as asked and you're confident that you fully understood what was asked of you.
Answering "Okay, I did that" doesn't confirm that you understood each other. Repeating the details will help avoid a lot of confusion.