What to Ask for Software Support -
As much as I would like to say that our software works perfectly for every single person, that simply is not the realty.
Believe it or not, software can fail to function as was intended. This is where support can come in!
In the past, we've responded to thousands of support inquiries from from all over the globe, even though I cannot declare that we've "seen the whole spectrum" We have encountered a large variety of situations.
Most of us have purchased software throughout our lives and most of us have encountered some issue at the time or another.
You anticipate "X" to happen , however it happens instead "Y" occurs instead. It can be frustrating.
Help Them Help You
From my own experience, let me say that there are good ways to ask for support, and not-so-good ways to ask for support.
If you opt for the "good" option, then you'll get the issue more quickly.
If you opt for the second option, you will get even more frustrated.
So what is the correct approach to solicit help that can lead to quicker resolution? The answer is simple: concentrate on the problem, not your displeasure.
It's not difficult however, it can be difficult to achieve. Sometimes it feels great to let go of that anger. Although I can agree with you that it is satisfying but it can distract from the matter at hand.
If you are focusing on the issue, describe (in numbers, if it is possible) the steps you took to confront the problem. In the next step, when you are confronted with the problem, describe what happens and what you are expecting to happen.
This can help by two means:
- This allows personnel from support to attempt to recreate the behaviour
- Support personnel can help clarify any incorrect expectations about behavior expected
Alongside this, it's always useful to list any combination of the following:
- Video showing the issue
- Screenshots
- Admin credentials to your site (preferably a development site)
This is a valuable information to people who are helping you.
If you begin to provide this information then you won't need to wait around for an reply , in which they demand this information from you. The issue will be resolved faster.
If you're feeling that you need to vent your anger, then I suggest doing so after your issue has been resolved. There is a chance that you're less annoyed as you thought you would be. Your criticism may likely be more logically expressed since the feelings aren't as "raw".
One last thing to remember: the people who work as customer service representatives are not mechanical machines. They have feelings and lives of their own. They go through good and bad days just like you.
Expressions of frustration are completely normal however there are a few shrewd options for doing so. There is no need to be rude when expressing displeasure.
If you approach it this way you often provide invaluable information to your company about how they can improve their offering that will only benefit you over the long run!