Web customer support specialists can help you get a faster response, answer questions faster, and answer customer complaints.
They can help resolve customer complaints, fix problems, and get you the help you need.
But if you’re using an automated web service, they can be a bit less helpful, says Dan Saucier, author of the web support expert guide, Web Customer Support Expert.
“If you don’t use the tools, you may not be able to understand what the problems are and how to fix them,” he says.
That’s where a few simple rules can help.
Here are a few tips and tricks to help you stay on top of your web customer service needs.
Use automated web services wisely 2.
Understand what you’re asking for 3.
Ask questions when you have a problem The web is a complex system.
If you can’t figure out what you want, ask questions about it.
Ask how to make your site or application work better.
This will make it easier to understand how you can help, says Susan Jaffe, senior vice president of web and mobile customer support for the company.
“Ask questions that help you understand what your customer is trying to achieve,” she says.
“It can help a lot of the time.”
Set deadlines for when you need help You can set deadlines for what you need to get your service done, Sauciest says.
And you can set your own deadlines if you want to.
“Your goal is to have a consistent response, and when you’re going to have the next customer issue, your goal is for you to have it fixed before that,” he adds.
Have a clear workflow How to handle a problem?
This is the most important point, Sacco says.
Set up a plan, get feedback from others, and make sure you have time to get to the problem.
“That way, when it happens, it happens fast, so you don,t have to worry about it,” he notes.
Don’t rely on automated systems to solve your problem When you need a quick answer, try using an existing solution.
“When you ask for help, you need your question answered immediately,” says Karen McBride, senior director of digital services and support at the online advertising company Kiva.
“So if it’s an issue with a payment system or a product, you can easily get a quick response.”
McBride recommends checking out an online support forum to get a feel for what other people are having trouble with.
“The forums are really helpful,” she adds.
“They can help people get answers faster, too.”
Don�t rely on a human to resolve a problem For the most part, automated solutions are not effective at resolving problems.
But some companies have been using automated customer service to resolve problems, says Jaffe.
“For some, the human can be effective, but not everyone,” she explains.
For example, some online retailers like Amazon and Target have started to use automated services to resolve customer problems.
For more information on automated web support, check out our web support primer, Web Support Expert, which is now out in paperback.
Know what’s happening when you do get a problem You should never have to wait more than a few minutes for help to arrive, Sausier says.
You can ask for the problem to be fixed as soon as you get an email, and you should get a response as soon in a timely manner, says Sauciers.
“Even if it takes you an hour, you should have an answer by the time you get the call.”
For more help, see What’s the quickest way to get help?
Get help when you ask, not when you get it If you’re having trouble getting help, check to make sure that you’ve got a reason for being upset, says McBride.
For many, the issue is a software issue, not a problem with their website.
“A lot of times, it’s because you haven’t made the switch to a new platform,” she recommends.
For instance, if you haven�t upgraded your software, you might not know about the issue until the problem is fixed.
McBride suggests asking for help in the form of a form letter or a contact form.
“You should ask them to do things like contact you if you need them to, and give them a way to reach you if they need you to,” she cautions.
Ask about the problems before you ask about the product The best way to know if you should ask for assistance is to ask, says Lorie Lautenschneider, senior communications manager at the consulting firm Sohn & Associates.
“Sometimes you might get the response that you need,” she tells The Globe and Mail.
“But you can ask a lot more questions, like, ‘What does this mean for the way we’ll be able, for example, to deliver your products?’ and ‘Is there a way we can get a