How to create the perfect support request
In order to continue to provide the high level of customer service you’ve grown accustomed to, I’m sharing this to ask for your help. Seems crazy doesn’t it? I’m asking for your help so we can improve our level of customer service provided. Counter-intuitive? Maybe, but I hope when you get finished reading this, you’ll understand why, but more importantly be willing to help!
Throughout the course of the day, we receive a number of inquiries with questions on everything from new features to simple “how do I” to more complex issues where our team needs to get heavily involved. No matter the type of issue though, many follow a similar thread. Let me share a sample below. And if you just want to get to the main bullet points of how you can help, click here.
Typical Support Request
Request made by “Jane”:
My client just had this situation for one employee. He was doing “x”, “y” or “x”. Please advise.
I’d be glad to help. Can you share with me the client code and employee number or email address who’s experiencing this issue? Could you also share any screenshot you’ve seen of this?
Last, what you have done to help them thus far? This will help me eliminate a redundant “solution” you’ve already tried.
Once we have these answers, we’ll be able to dig in and help!
This is client 1234, Acme Inc., and employee 17, John Doe. I’ve attached a screenshot from John.
I did look through the Ask Shugo knowledge base but wasn’t able to find an article to help. Let me know what else you need.
And then thread then goes on with our team looking into the system and our audit logs and providing a course of action to take. In the end all are happy!
So any idea on what could be done to improve this process which would enable us to provide better support? If you’ve guessed include aspects of Jane’s response in her original request, winner winner chicken dinner!
How to create a perfect support request
I bet at least half of the support requests we receive don’t designate a specific client or user who’s running into the issue. Other times we have an an article which will walk you through a step by step resolution. But when creating the perfect support request, here’s what we recommend including from the start:
- Always include information on the client and affected user.
- For client, include their client id / company code.
- For affected user, include their name, email address and employee number (if applicable)
- Include any screenshot which highlights the issue. If you don’t have one, ask the client to send you one before creating the support request.
- Identify as much as you can about the affected user’s environment. Simple things like type of device (pc, tablet, mobile) and internet browser (type and version) are helpful.
- Share any article you’ve referenced. This again will help us so we don’t try to offer a redundant solution.
- Identify any other step you’ve taken to resolve the issue already.
Here’s a sample support request which shows this:
Subject: Client 1234, Employee #17
Client: 1234, Acme Inc
Employee: 17, John Doe, John.Doe@myshugo.com
John is unable to clock in using Internet Explorer Edge. He also received the same error message in Chrome.
The error message he receives can be found on the attached screenshot. We checked and there is no IP restriction setup in place for this client and web clock in is enabled.
This one simple change will enable us to help find a resolution faster! So please, help us make our customer service even better.
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