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Make Your Next Support Interaction Painless #Support #Tips

by Employee on ‎04-25-2014 03:18 PM

There are few experiences people enjoy less than calling into a tech support queue. While it may not be on par with religious ecstasy, neither should it be a crucifixion.  Here are some tips to make your next support call relatively painless:


#5 Have your numbers ready

At the very least, you’re going to want your Customer ID and Contact PIN numbers right there with you.  If you’re a Business Partner, the Customer ID of the company you’re calling about should also be there.  Be ready to provide them when asked for by the support analyst.  Don’t try to rush the call by listing all your numbers at one, our database can only pull so much at a time.  In the same vein, make sure you have version numbers, update numbers, number of affected users, time between occurrences (for recurring errors), and the length of how long the issue has been happening.  We may not need all of them, but if we do, it will help shorten the time of your call if you're not having to fumble around for them while on with support.


#4 We’re only human

Support analysts by nature are relatively tolerant of the frustrations that go along with misbehaving software.  However . . .


#3 Know your limitations

In an effort to resolve the issue as quickly as possible, there are moments when, during the course of a support call, some folks try to guess the analyst's next course of action and jump ahead.  Or, they may assume that they’re more knowledgeable than the analyst and try to dictate the course of troubleshooting.  This is counter-productive on a number of levels, since we’re now having to try and undo whatever the customer just did to get back to the point where the environment was less broken than it was at the start of the call.  My recommendation is to assume nothing.  Follow the analyst’s instructions completely.  Jumping ahead can prolong the issues you’re experiencing to an unnecessary degree.


#2 Know our limitations

There’s a lot of talent on the Saleslogix support team.  We regularly deal with at least half a dozen different versions of the product deployed across a variety of server and workstation environments that borders on the mindboggling. We’re kind of a big deal Smiley Wink.  That being said, talented as we are, there are some areas which we have to avoid.  More often than not, it’s an area which we are obligated not to intrude upon.  Some customers assume that because they use Internet Explorer to access the Web Client, we have to troubleshoot Internet Explorer.  If there are problems with exporting data to Excel, the assumption is that we have to troubleshoot Excel.  If a server is experiencing crashes and network latency, we’re expected to troubleshoot the servers and network.  Saleslogix does not operate in a vacuum and it does not supersede the other elements that make a server or workstation function.  If we eliminate Saleslogix as a cause of the issue you’re calling in on, please know that we’re not trying to dodge responsibility or showing disregard for your situation.  Our talent is resolving Saleslogix issues, and if the problem isn’t Saleslogix, we’re the wrong talent to be applying to the issue.


#1 Take advantage of available resources

When customers call in with an issue, calls are shorter and issues are resolved faster if we're allowed to take the lead on the call, as mentioned earlier.  That does not, however, mean that we want our customers to be mindless drones who simply do as they're told.  Customers who are knowledgeable about Saleslogix and are able to clearly articulate the issue are as much a resource for us as our Knowledge Base.  There are some customers who probably know more than some of the people in support, and that’s pretty cool.  When customers who don't have that knowledge, but try to take lead on the call, communication can break down and frustrations can rise, resulting in longer support calls.  For those who are new to the product, we try to make the troubleshooting process as painless as possible, but it's important to note that we’re here for technical support and we're not a substitute for product training.  If you want to learn more about the product, there are many resources at your disposal, from the in-product help files to virtual and anytime training.  In a perfect world, we’d like to go through our day without hearing from customers because they have been able to resolve their own problems and the product runs flawlessly.  In the real world, we should be the option of last resort, the people you go to when the Knowledge Base hasn’t offered up any clues, the online community has collectively said, “Dunno,” and your Business Partner is stumped.  We love solving problems, but we love it more when we know we've educated our customers enough to use the many resources available to them to solve their issue before they ever have to pick up the phone.


I hope these tips help make your next call into the Saleslogix support team as pleasant and efficient as possible!

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