May 20, 2021

How should tech support communicate with customers? GotYourBack Support Advice.

GotYourBack Support team suggests you learn about some of the established rules of interaction between technical support and customers that can be useful – not only in communicating with users but also in everyday life.

Highly qualified technical support is almost an integral part of any large service, especially in the SaaS sector. But technical support as a client service includes certain difficulties: we all understand that it is one thing to know, and quite another to be able to convey information, tell it as clearly and in detail as possible, despite the fact that the question seems elementary and the solution is obvious.

It is not easy to retell the same thing several dozen times in a calm and confident intonation so that each client receives a complete answer, and not a signal, learns something more, and really feels support – sometimes even psychological 🙂

How to work in technical support? Nerves of steel, patience, the ability to express thoughts clearly, and a desire to help are the necessary qualities of a support employee. When communicating, a specialist should not destroy the client’s desire to use your service; just as a good teacher does not destroy the student’s interest in knowledge, but only awakens him.

GotYourBack Support’s technical support really boasts a high level. We draw this conclusion from the numerous positive reviews and gratitude that users voluntarily send us.

For many, quick and productive help (especially at the stage of getting to know the platform) is one of the necessary components of the service, without which the work becomes more complicated and may even lead to refusal to use the resource.

Believe it or not, customers of some other services often contacted us about working in a third-party system due to the fact that they could not contact or receive a sensible answer from their technical support. And some clients directly stated that they abandoned the resource due to poor-quality support or its absence at all.

Friends, so that this does not happen to your business, we suggest you learn about some of the established rules of interaction between technical support and customers that can be useful – not only in communicating with users, but also in everyday life.

1. Calm and professional.

This is important, as in the work of a blast rescuer, and technical support as customer service is somewhat similar to it. Don’t accidentally blow up your user’s brain. Calm down – the client doesn’t want to make you angry or provoke you on purpose, he is very annoyed that something didn’t work out for him or doesn’t work. Your answer should not depend on the mood of the user.

Do not take negative words personally, do not throw aggression in response – treat business like a professional and do not give vent to emotions (you will not have enough nerves :)).

As a result, you will be surprised how many words of gratitude will come from a person who recently breathed flame, as soon as his problem is solved, they will help to understand, and they will give a qualified, detailed answer.

Are there any parameters for such an answer, you ask? Yes, a lot, but let’s highlight a few of them, keep reading :).


2. Understanding the problem.

Sometimes it seems that some people are formulating a question specifically to test how strong your telepathic abilities are :). But remember the previous point – calm down and clarify what was meant. Sometimes it is better to ask again right away than to misunderstand and continue the dialogue, moving further and further away from the solution. However, don’t get carried away! Get into the essence of the problem as much as possible, and only then clarify if there is any ambiguity.

As in any dialogue: clarifications on the case will show your interest in solving the problem, and idle questions can make you think that you are listening/reading inattentively. If this is a phone conversation and you have to interrupt the client, be sure to apologize for it. After clarification, do not forget to thank the customer for the provided information.

Another tip: try to put yourself in the client’s shoes, accept his problem, and then understanding or the necessary questions will come faster.

Clarifications can be built in different ways, here a lot depends on the situation and the client. Here are some examples:

“Do I understand correctly, you mean …”

“If I understand you correctly, you want to do the following … For this, you need: …”

If you remain unsure that mutual understanding has been achieved, at the end write about it, for example:

“If we misunderstood you, please rephrase the question”

Okay, that’s clear with that. But what if you perfectly understand the question, but do not know how to solve it right now? The main thing is not to show your insecurity or ignorance to the client, let him understand the non-triviality of the problem (often it really is). Never say “I don’t know!” – the client must be confident in the competence of the specialist, otherwise he adopts an uncertain mood, begins to get nervous and worry, which gradually leads the dialogue to a conflict.

And another very important rule: never guess the solution. An incorrect hint not only will not save the client from the problem but may also entail new difficulties, with all the ensuing consequences. Gather as much information as possible about the problem, notify the user that you need time to solve it, and start looking for an answer.

“… Your situation is non-standard and we need time to study it in detail. As soon as additional information appears, we will immediately notify you “

3. The sequence of actions and imperative mood.

This item is well suited for written responses. Most of them can be thought of as mini-tutorials, and most of the tutorials have a step-by-step structure. It’s easier to take it that way. Steps must be precise, usually one step – one action. It’s like a route to a destination – the more points there are, the easier it will be to get to the place and not get lost.Before starting the list of steps, state the cause of the problem and provide step-by-step instructions for solving it. Knowing the causal relationship, the client is more likely to not repeat the error. Next, think over the logical connection of the steps, try not to interrupt the chain of actions with many sub-points. Indent between paragraphs for better readability. Use the imperative mood in the steps – the user takes this as an appeal to himself, a clear instruction.

Do not forget to consider the sequence of actions in cases where several questions are asked at once. And this happens quite often. Get in the habit of answering exactly in the order in which the questions came. Number the answers to avoid confusion.

Begin each paragraph with the rephrased question you are answering. We know from ourselves that often, having opened the last letter in the correspondence, it is difficult to navigate the topics and have to climb into history. The “paraphrased question -> your answer” scheme will make life much easier for the user.

4. Screenshots.

Of course, it’s better to see once – and if you forgot, look again. Add a screenshot to the answer and indicate where exactly the user should click or where to view information. Here are two answers, compare them:

“Click publish page” – understandable, but it could be better: “Click on the green button” Publish page “in the upper right corner.”

Do not be lazy, and in the end, you will save time – after all, most likely, you will be understood the first time!

5. Links and text highlighting.

Move links to the end of the answer or paragraph. Links without selection in the course of the text are lost in the message, and clicks on them distract from the unread answer.

Improve the readability of your text by using bold, italic, or underlined type. This will help you find key points in the answer. Highlight what is important in the text, let the user understand what the link is for. Direct his actions – after all, this is what he asked for.

6. Results of work on the problem.

If you are ending the correspondence, list what was done to solve it. Try to follow up on the issue until you get confirmation from the customer that the issue has been resolved. Compare the answers:

  • “Fixed” – sometimes this can also be written, but you can summarize everything and let the client understand what the solution was:
  • “We have fixed an error in your code, in the line … Now the fonts are displayed correctly. Please check. If the error persists, let us know. “

So the client understands that they worked closely on his issue and the employees do not give a damn about the result of this work. If you are ending an online dialogue or telephone conversation, be sure to politely ask if you still have questions.

The main result of the work should be the “satisfaction” of the user. Even if his question cannot be resolved, explain why this is so, and suggest possible alternative solutions to the problem – you do care.

7. Timing.

Don’t deceive user expectations, especially in terms of timing. If the problem requires a long investigation, notify about it, indicate an approximate time frame. There is no need for false hopes – sometimes it is better to declare slightly higher deadlines and get the job done earlier.

If a question comes up about the progress of work on a task, be sure to indicate what has already been done to solve it and why so much time is needed. There is no need to ignore the client or keep him completely in the dark.

Instead of a conclusion.

Every tech support specialist will undoubtedly have their own communication tricks that increase user loyalty. The methods listed here are only a small part of everything that can be said about the intricacies of GotYourBack Support communication.

Use the advice and do not forget about the main thing, namely, calmness, respectful communication, understanding and using all the possibilities to solve the problem. And then there will be much more positive reviews, and your service will be recommended to friends!


5 / 5. 1

May 20, 2021

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