In an increasingly web 2.0 world, most businesses can be found online and more and more support is being handled via online ticketing systems, support forums and even social media sites like Twitter and Facebook.
This makes it easier for companies to handle support issues in an efficient and timely manner with a small staff, but often takes the personal touch out of customer service and can, initially, cause more anxiety to the end user who is not provided immediate answers, reassurance or resolution to the problem at hand.
Having worked in the customer service industry for more than 20 years, I wanted to share a few things I wish that people knew about support. Hopefully these tips will help you navigate online support channels more effectively to provide a speedier, more satisfactory solution for all involved.
Multiple Requests Slow Down Support
I get it. You have a problem, you’re frustrated, you want is fixed NOW, so you send a ticket…and then tweet…and then post on Facebook…and then…
To you, this seems like the easiest way to get a quick response. After all, the more you post the issue, the faster it’s resolved, right?
Unfortunately, this is usually wrong. In many companies, different people monitor different support channels, so it’s likely that multiple people are working the same issue resulting in the same questions being asked internally and work being duplicated. So, while four people are working on one issue, all the other issues are sitting…waiting.
Some companies – Twitter being one of them – are so strict about multiple support requests that, should you follow up before an issue is addressed, you are moved to the back of the line or have your request closed altogether.
As hard as it may be to wait, give your first reach out at least 24 hours to receive a response before following up or reaching out via another channel.
Providing As Much Detail As You Can Means Faster Resolution
I can’t tell you how many general requests I get. Ironically, “I need help.” is not remotely helpful to providing you a resolution. For some, I can use an email address or a name to search accounts (which takes time) but often I have to send a follow up asking for identifying information or issue details to even begin to resolve an issue (which takes even more time).
If you’re reaching out to support, recognize that they may not know who you are or exactly what issue you’re having or they may support more than one service. Providing as much detail as you can in your first communication will get your issue resolved much faster with far less follow up. Here are things that may need to be included, depending on the company or your issue:
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Account Number
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Username
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Email address you used to sign up
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Blog URL
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The system you’re having trouble with
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Twitter handle
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Error messages received
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What you were trying to do when the problem occurred
Bonus points for:
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Your browser information
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Screenshots of the error or problem
Being Nice Gets You Everywhere
While it’s true we REALLY love to help people who are extra nice when reaching out, you can be as frustrated as you wish as long as you’re civil. Frustration is normal. Businesses are run by people and that means that we can make mistakes like anyone else. I recognize people aren’t always going to be happy with us. Sometimes, I’m not happy with us!
However, those who resort to name-calling, threats of litigation and cursing often get shuffled to the bottom of the pile because, REALLY? Who wants to deal with that? We are here to help you, but we’re NOT here to be abused by you. Occasionally, a message we receive is so vile, we refuse assistance until such a time that the request can be rephrased in a more civil manner.
If you want a quick solution – even if you’re angry, tired or frustrated – type whatever you want, then take a deep breath, re-read and edit as needed before hitting send.
Just Remember I Love You
No, seriously. I do. I am a problem solver at heart and live for finding solutions to the issues people have. I like to make people happy and want them to learn and be successful. I want my company to be well-regarded and successful.
Perhaps this is not true of all support personnel across all corporations. But, people gravitate toward professions for a reason and usually this is because they like what they do and have an aptitude for the work.
What this means is that we want to help you. Even if I am not able to find an immediate solution, I am often fighting for you internally, bringing light to your issue, proving there IS an issue, begging for the resources to resolve it and generally making a nuisance of myself until it is resolved.
Just because I don’t have an immediate answer, provide a solution right away or follow up for a few days doesn’t mean I have forgotten about you. Often, I am waiting on an internal resource to provide the assist I need and I’ll be in touch as soon as I do.
Try to wait at least 48 hours before checking up on an issue after you have received an initial reply. Most of the time, we won’t yet have a solution, but we’re happy to let you know where we are in the process.
So, there you have it. The confessions of a customer service professional. I hope this will be helpful to you in getting your issues addressed going forward. And if you have stories of great service you’ve received or terrible service you’ve received, I’d LOVE to hear them.
