Give them options to explore, and leave the door open for further direct assistance if needed.Any solutions you offer to customers, especially if they are pre-created, should be as clear to follow as possible.Avoid getting too technical, keep things short, and whenever it makes sense to do so, take customers through the solution step-by-step.It’s also wise to gather feedback on the quality of any problem-solving materials you create, so you can continue to fine-tune them to best suit customers’ needs and technical ability levels.Using intuition and clues from the conversation or correspondence, it’s helpful to try to identify the customer’s level of tech savviness in order to determine the best way to help them.
Figuring out a customer’s level of technical expertise makes it easier to point your team’s response in the right direction.
It’s not uncommon for many customers who experience technical issues to encounter some of the same problems—or even related ones—more than once.
Looking up any prior support tickets logged for a particular customer can give helpful clues that may help speed the process along, which is a good thing for everyone involved.
Directing customers to helpful resources—like video tutorials, step-by-step instructions, and user forums—that provide immediate answers to common tech problems can be a great way to speed things along.
However, it’s also useful to identify more complex issues early on so they can be routed to team members with the proper expertise to solve them.