Escalating Support Tickets

Almost everything we touch today is done on a computer. If one is out of commission for very long, it can create a real workflow crisis. My clients are busy with their day-to-day business activities, and they can’t afford to have much downtime, especially when they are having issues with their computers.

Therefore, it’s critical that I build rapport with them, so that when they do have a support issue, they trust me and know that I am going to take great care of them.

My tips to build rapport:

  • Respond promptly to support tickets. My goal is to respond within 10-15 minutes after I’ve received the ticket.
  • Show your clients that you care and understand their concerns.
  • Follow up on a regular basis and let the client know the status of their ticket. If the problem takes longer to resolve, make them aware of this.
  • Good communication is critical. Check-in with your client on an on-going basis to make sure they’re satisfied with the level of support they are receiving.

Computer issues

A variety of computer issues cross my desk every day. Some are easy fixes where I can have a call with my client and walk them through the steps to correct the problem.

For more complicated issues, I find it’s more efficient to take control of their computer for about 30 minutes. This saves my clients a lot of frustration because they don’t need to be on the phone with me giving instructions that include: “Click here,” “Now go here,” or “Hit save.”

It takes trust to allow someone access to your computer. So, I want to be sure my clients are comfortable with me taking control of theirs. I take time to answer their questions and address any concerns they have about the process. I have found that most people don’t care what is wrong with their computer; they just want it fixed as quickly as possible.

Escalating the Support Ticket

Sometimes, I get a support ticket for a problem that I don’t know how to fix. I will use Google and YouTube to research the issue. If I can’t find anything there, I will talk with my team members to see if they have experience with that issue. When I have exhausted all of my resources, I immediately escalate the support ticket to Tier 2 support.

It’s important to stay in close contact with your client and let them know the ongoing status of their support ticket. It’s also important to let them know when you’re not able to resolve the issue and you’re escalating the issue to Tier 2 support.

I follow up closely with Tier 2 support. If I haven’t heard anything from them within 20 minutes of escalating the support ticket, I call them and get a status update.

By focusing on solutions for my clients and responding to their support tickets in a prompt and efficient manner, I am able to build great relationships with them. They know when I’m working on a tech support issue for them, that I will handle it.

Aykellia Cook
acook@canvasit.com


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