How to Receive Better Support
Posted By: Tony Baird
Last Updated: Friday May 15, 2009
A lot of people believe to receive good support all you need to do is make a ticket and it’ll all handle itself unfortunately this is not the case and I’d just like to outline how you can receive better support. So here’s some tips in no particular order
- Create the ticket with the same name and email address you have on your client area account with us. If this is not an option provide the complete login details to your hosting account with us. Without any information we have almost no way of figuring out who you are so it’s very difficult to assist you.
- If you’re receiving an error of some kind provide the error message. Making a ticket with the subject email error and the contents of “I received an email error” is not helpful and as a result a technician will have to ask for the error which can lead to delays in having the issue resolved. If the issue involves several steps include the steps to reproduce the problem rather than us guessing as to how to create the problem.
- Create only one ticket for the issue. Creating a ticket and cc’ing it to sales, support, billing, abuse and any technician you know their email of will not get a response any faster. What it will create is confusion between technicians and confusion for you as we have to merge tickets together or close them so we only have one ticket open.
- Use only one support medium. It is not necessary to make ticket, start up a live chat and call all at the same time. You’ll most likely end up with three different people all attempting to help you. You will need to tell three different technicians the same information and it could lead to issues as all three attempt to solve the same issue.
- Bumping your ticket will not make the response any faster. We appreciate your issue is important but tickets are handled in the order that they’re received.
- Do not mistreat the technicians. This is one that seems obvious but unfortunately some people think calling the technician a *explicative* will make them work faster. That’s not how it actually works though and human nature may result in the technician not seeing you as important of a person. They may not do this on purpose but subconsciously when they’re called names they may just not put in that extra effort without even knowing it.
I am sure there are others but these are ones that come to mind. The one that applies the most is probably the relevent information one. Every day we receive countless tickets with no information which means it could take hours to resolve depending on the users speed of replying back. For example a user could file a ticket about their site not having an error but not providing any location to the error. The user makes the ticket says to themselves it’ll be a bit I’m going to walk away from my computer for a few hours. The technician responds back in 15 minutes asking for more information and we do not hear anything back for 4 hours. The user checked their site the problem was still there so they reply to the email asking for more information in a rude manner while providing the information. The whole issue could have been solved just be providing the information from the start rather than assuming we knew they were talking about their add-on domain domain2.com’s folder domain2.com/subsection/script/script.php . The assumption should always be we have no idea about your sites or what is running.
That’s all I have for tips right now it had been a while since there has been a new blog post and I’ve been going through old tickets in the past week and noticed a lot of these issues coming up. So hopefully this should help everyone receive that A+ support.