This year (2019) in September I participated at WordCamp Zürich in Switzerland. I applied with a talk about how a support exchange, and thus reaching a resolution can be made faster. And I thought it would make a great blog series.
(You can find the recording of the talk on wordpress.tv.)
By nature I’m a helper. And I have a passion for technology. I guess this is how I ended up providing support. 🙂 I’ve been working in a dedicated support role for the past 3.5 years, during which time I saw the ins and outs of support at Modern Tribe. Quick and easy help with fast resolution, as well as long conversations, miscommunication, frustrating issues, angry clients, escalations, and parting.
I love helping people with their technical issues. Being in support I come across clients who are in trouble and would like to have an instant resolution. In a lot of cases instant resolution is not possible of course.
So I looked at my role as a support agent and started asking these 2 questions?
What can I do to be able to provide faster help?
What do I need to be able to provide faster help?
In this blog series I’m going to take a look at both sides of the firewall.
- What can a support agent do to be faster at work?
- What can a client do to help that?
Because the support exchange will have a higher chance to be successful faster if it is a collaboration of the 2 parties.
Every 2-3 days I will be posting a tip, one for the support agents, then for the clients, until I reach 7 tips for each. I hope you will like it and I look forward to receiving your comments, questions, and ideas.