Help Us To Help You

I recently spent a week covering a support colleague who was away on leave. There are many benefits from walking a mile in someone else's shoes but I'm going to focus on one thing for the time being – helping us to help you. 

In my short time at the coalface of support I was amazed at how little information was forthcoming in customer queries. Reflecting on it, I knew I often overlooked important information when contacting support teams. It's the result of me holding the assumption that because I know what I'm talking about that others will too. It was commonplace therefore to see queries such as: 

"Please ring me"
"I'm having trouble using your software can you help?"
"The balance is incorrect" 

You might think they sound like reasonable requests or statements, but the problem is that these are examples of entire queries and not just excerpts. Half of my time was spent emailing responses with questions eg. "What's it about?"; "Can you describe the problem or provide screen shots?"; "What balance do you see at what date and in which software and what should it be?" 

These are just a few examples, even something as simple as including the job name was often overlooked from enquiries. 

This piece is just meant as a friendly reminder to try to include as much relevant information as you can. The more information you can provide up front, the less times we'll have to go back and forth asking for more information and the quicker we'll get things resolved and move on to the next query (which might be yours). 

If you're wondering what general information we might find useful then here are some examples (but remember we need specifics for your query):

  • Job / Company name 
  • Software name and version
  • Examples including balances and dates
  • Screen shots
  • Stating in which report you see the balance
  • Stating in which software you see which balance

Thanks for your ongoing support.

Nathan TraversComment