I would say that the engineer know what they doing on the issues encountering and provide solutions to get things fix within an hour not day.
Tyler
Active Member
Not sure if being ironic was your intention, but support responses that say "Kindly check now" are some of the least useful. I find support that educates the customer a little bit about the problem and provides snippets on how it was resolved is best.
i.e. this was the problem, and this is what I did to fix it.
Aldryic C'boas
The Pony
"Kindly check now" is a pretty good example of bad support.
Licensecart
Active Member
Support which is in depth and not one liners unless it points them in the direct location for example:
"Please check out this article here which explains what you are looking for: url here." otherwise don't do one liners because people get pissed off in the nicest way possible, especially with ones like:
"Try it now" or "Please bare with me whilst I assign it to the correct department" or anything which isn't helpful.
"Please check out this article here which explains what you are looking for: url here." otherwise don't do one liners because people get pissed off in the nicest way possible, especially with ones like:
"Try it now" or "Please bare with me whilst I assign it to the correct department" or anything which isn't helpful.
Licensecart
Active Member
Support which is in depth and not one liners unless it points them in the direct location for example:
"Please check out this article here which explains what you are looking for: url here." otherwise don't do one liners because people get pissed off in the nicest way possible, especially with ones like:
"Try it now" or "Please bare with me whilst I assign it to the correct department" or anything which isn't helpful.
"Please check out this article here which explains what you are looking for: url here." otherwise don't do one liners because people get pissed off in the nicest way possible, especially with ones like:
"Try it now" or "Please bare with me whilst I assign it to the correct department" or anything which isn't helpful.
DomainBop
Dormant VPSB Pathogen
The kind of support that I never have to contact because they monitor their servers and are aware of hardware and network problems the second they occur.Quote said:
translation: "I'm only 10 and I'm answering tickets for my big 16 year old brother the CEO because he had a date tonight but I don't have any technical skills so you'll have to wait until he gets home later and can fix your problem" or "I work for a cheap outsourcing company and I'm paid to answer tickets but don't have any technical skills. You'll need to wait until the 16 year old Director of Customer Experience gets home from school and can take a look at your problem."Quote said:
Timely responses, timely resolutions, and competent support are all that I ask for when I open a ticket (or contact support on the phone) with an unmanaged service.
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check what?
I think "the kind of replies that helps the customer and solves the problems". Its not only in hosting but applies to any business.
The problem is that the provider has to know "what is the problem".
Phill Fernandes
New Member
I maybe completely off the mark here but recently when providing support I tend to fall back on the 3 As:
I will have to dig around for an example (both good and bad) of this being used.
@Amelia: Like some of our fellow community members have indicated your question really isn't quite clear. I am not even sure if there is a question at all.
- A – Acknowledge that their concerns are valid.
- A – Align with the customer, agreeing that you would feel the same were you in their shoes.
- A – Assure the customer that you will be able to solve their problem to their satisfaction.
I will have to dig around for an example (both good and bad) of this being used.
@Amelia: Like some of our fellow community members have indicated your question really isn't quite clear. I am not even sure if there is a question at all.
Phill Fernandes
New Member
To learn more about the 3 As and to see an example please see this thread.
I will be following up with an example of improper use of the 3 As. You guys are also welcome to share chat logs if you wish and and we can dissect them together.
I will be following up with an example of improper use of the 3 As. You guys are also welcome to share chat logs if you wish and and we can dissect them together.
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AuroraZero
Active Member
Lately I have not been able to find much in the way of any help with anything it seems. Probably my fault though, I must expect too much out of people.
As I understand from your question you were talking about type of support? I would prefer chat support, because there is enough space for both sides to correctly form questions/answers, and there's no emotional 'waves' going through the tone of voice. Often technical support requires time and patience to solve the problem, so telephone (in my opinion) isn't the right tool for solving problems, but it's a good tool for selling services or if via chat you decide to comunicate further via phone. Alternatively, I prefer ticket support system, but often these days you need to wait hours for a proper response, which is sad...