I receive phone calls from first time tech support users everyday. Some of these callers are quickly able to hone in on the right questions to ask to get the answers they want, but others don’t say much beyond “um.” We want you to get the most out of the time that you spend with us on the phone so that you can get the most out of your software and because, hey – time is valuable to all of us! So keep these things in mind when you call and you can be sure a resolution isn’t too far away:
If you called in about a bug in the software you’re using, ask if there’s a known work around you can use until the bug can be corrected. If it’s a newly discovered bug, we might not have a work around yet, but ask for a follow up in a few days because as we work through the specifics of the bug, we might just discover one!
If you called because you received an error message, you’ll want to make sure we talk about how to prevent the error from happening in the future. While some errors aren’t caused by the user directly, there are some that happen because users make a mistake somewhere along the lines or try to interact with the software in an odd or unsupported way. These types of errors can be easily prevented and knowing how to avoid them in the future can ultimately save you time (and frustration!).
If you called us to ask about a feature that you’d like seen added to the software, remember to ask your support representative when they might have additional information on the feature’s possible development. Of course, release and development schedules may sometimes mean a specific timeline is hard to come by, but following up in 2 – 4 weeks to see if there is any additional information is always a good idea and can help keep your request top of mind for our support reps and developers.
No matter what the reason you called, if we are unable to give you an answer right away you should always ask when to expect a followup phone call or email. No matter how good a support team we are, we won’t always have all the answers and we may have to consult with our teammates in order to reach a solution or resolution for you. Sometimes our research will take an hour but sometimes, in order to get into all the details, it can take much longer. Make sure you provide us with a way to contact you once we have all the necessary information and remember to ask for a “ballpark” date and time when you can expect to hear back from us.
Our main goal is always to ensure our customers have a positive experience when interacting with our software and communicating with us. In your job, what are the things that you wish people would remember to ask or do when they call you for help?