Do’s and Don’ts of Resolving Support Tickets

Each month, we receive countless support tickets. My team’s job is to get our client’s computers repaired quickly so they don’t experience downtime. In dealing with clients, I follow a standard set of steps to resolve issues quickly.

Do’s:

  • Review ticket and contact client for more detailed information.
  • Troubleshoot the problem.
  • Explain what steps I will take to correct the problem; for example, taking remote control of the computer for a software update.
  • Communicate clearly and answer all questions.
  • Send follow up instructions when applicable.

The most efficient way to make repairs is to take remote control of their computer. From the end-user perspective, this can be daunting so it’s critical that you build rapport with your client during the initial call. Then follow these tips to facilitate that process:

  • Explain what you’re doing each step of the way.
  • Let your client know if you need to be quiet while you troubleshoot. Check in frequently to let them know you are working on the problem.
  • Remain upbeat and build rapport by asking your client about their day, the weather, or similar casual topics.
  • Remember, what is routine to you is foreign to your client. As you work on their computer, explain what you are doing.
  • Give updates on the timeframe for the repair. If you know a software update will take 30 minutes, let them know so they can take a quick break if needed.

While most tech support calls are relatively easy to fix, sometimes you’ll get a more challenging one. When this happens, I make sure to remain upbeat and positive.

Don’ts

  • Don’t say “I have no idea what’s wrong with your computer,” or “this is going to be really difficult to fix.”
  • If you need to escalate the problem, don’t disappear while you connect with Tier 2 support. Continue to give status updates.

As you troubleshoot, you may find it is a simple problem. This provides an opportunity to empower your client to be confident enough to troubleshoot the simpler issues.

Show them how to do it

Go through the diagnostic steps, take the time to explain what you are doing and why. Keep in mind clients aren’t always tech savvy. You will need to remain patient and answer all of their questions in clear, easy to understand terminology.

If the person you’re helping doesn’t grasp your explanation, send them a follow-up email with step-by-step instructions to review. Some people learn better when they read instructions rather than being shown. Reassure your client you are a phone call away should they have additional questions. The goal is to empower the client so they can handle common problems, but the support team is always available to help.

Resolution and follow-up

As you wrap up your call with the client, it’s a good practice to ask if they need additional assistance for any other problem. We frequently see a scenario where a problem is resolved, and then the client calls back with additional questions. Be proactive and ask, “Is there anything else you need help with today?”

As you work with support tickets, you will improve your customer support and rapport. Always remember your support role has two components: first, to fix the problem; and second, to teach your client how to troubleshoot problems on their own.

Janay Douglas
jdouglas@canvasit.com


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