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How to Optimize Your Customer Support Experience as a Customer

Posted by Ashley Curran on November 01, 2018




As a business owner, your number one priority is to ensure that your business and facility are running smoothly without any speed bumps. However, people have a hate/love relationship with technology, which is a big part of running a business. Sometimes things don't add up, or some people may need little extra help around the edges. After all, technology can be complex. Because of this, we make it easy for you to get your issues resolved, and your questions answered with our easy online help desk.

 

Like most businesses, ProPet has a Customer Support phone line, however, for small fixes and questions about your account, our online help desk will allow for a quicker and more accurate response. When this is done correctly, it will allow us to see where you are in your account and gives us a more visual idea of your issue or question. We're going to show you how to give our Customer Support team an A+ help ticket.

 

Your Check List to an A+ Help Ticket

1. 'Help' Button vs. Direct Email and Phone Calls

2.  Screen Shots

3. The 5 W's

 

Help Button vs. Direct Email and Phone calls

Every ProPet customer has access to our online support desk through their admin portal. On the bottom-left of the admin portal, a blue 'Help' button allows you to ask us questions about your account or let us know about any arising issues. The reason why we recommend this method over direct email and phone calls is that this feature allows us to see exactly where you are in your account when you press the 'Help' button. This is the first step in giving our Customer Support team the information needed to help resolve your ticket more efficiently. This method also allows us to document and keep track of any communications, and summaries of any interactions between ProPet and the customer for future reference. With direct email and phone calls, it makes it more difficult for both parties to refer back to and doesn't give our Customer Support team immediate access to a visual of your account.

 

Screen Shot 2018-10-24 at 11.00.52 AM

 

Sending Screenshots

Screenshots allow us to see exactly what the issue is and gives us a visual image of a specific question about your account. It gives us a better understanding of your account set up and helps us trace and identify technology differences between users. Internet browsers vary from customer to customer, and because of this screenshots allow us to have a better understanding of the issue from your browser-specific perspective. Pictures are worth 1000 words and can help us see additional information you may have not considered. 

 

Screenshots with Apple (Selection Mode)

1. Click on the window you would like to screenshot.

2. Press Shift + Command + 4. This triggers the crosshair pointer.

3. Move the crosshair to where you want to start the screenshot, then drag to select an area.

 

Screenshots with Windows

1. Click on the window you would like to screenshot.

2. Press Ctrl + Print Screen (Print Scrn) by holding down the Ctrl key and the Print Screen key.

 

The 5 W's

Who. What. When. Where. Why: The virtue of every elementary school book report. We were all taught this at a very young age, so it must be important! In this case, it is. Sending our Customer Support team a vague description of your issue or question will prompt us to require more information. For example: "Something is wrong with my rates" will prompt us to inquire "which rate, an example of a reservation and which customer it’s affecting". There are over 5000 different ways to set a single rate, multiply this by the number of rates that you have and we get over 25 000 things we may need to look into. More interactions mean more time. When you send us a 'Help' ticket, ensure you're letting us know which customer your request is involving, what exactly is happening, when it's happening (i.e., only happens when you click a certain option or rate), and where it's happening (customer or admin portal). Giving us these pieces of information allow us to dive deeper to find out why it's happening and helps us find better or alternative solutions to fit your business better.

 

 

When you follow these tips when submitting your 'Help' ticket, your request will be solved quickly and more efficiently. Using our help desk effectively will help us help you. Our Customer Support team is always happy to help our customers and take pride in a high standard of quality of service.

 

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