Earlier today I tweeted a request
The context was that I had landed on a ticket where someone basically said “why is this not working?” but they hadn’t provided much else. So I recognised the possible core problem from a ticket I did a few weeks back and spent a good hour or so debugging.
I ended up copy and pasting much of my reply and internal note.
What I was disappointed to see was that the customer in the initial interaction hadn’t replied to say if my debugging and suggestions had worked. I guess they had since they haven’t reached out again but I don’t know for sure.
If you contact support for a company, and they give you suggestions, let the company know if they worked. Or even if you figure it out yourself how to solve it.
The benefits are multiple:
- Support knows the answer to the problem and can confidently help others.
If there is a product gap, the company can look to fix this (I know, it has happened!).
If you fix it yourself, support will literally sing your praises and thank you. I’ve given people coupons or such in the past!
If we fix it and you literally reply “thanks, that sorted it”, you have no idea how much this makes us happy (my job title is Happiness Engineer, I WANT to make you happier using our products
I hope this customer replies and lets me know if my suggestions help. If they do then I’m adding them to the documentation. As much as I love doing
detective work troubleshooting, it helps when I know literally why something doesn’t work.
And oh documentation. Please, read the docs, we (all support and product teams, not just a8c) spend a lot of time trying to help people self-serve.
Thanks for coming to my TED talk.
2 thoughts on “Supporting support”
When I worked on customer support, it’s what we called ‘closing the loop’.
LikeLiked by 2 people
YES! I often sign off my tickets with “Let me know how you get on!”…maybe I need to plead and link to this post 😂
LikeLiked by 1 person