Faster Support – From Both Sides – Introduction

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This year (2019) in September I participated at WordCamp Switzerland in Zürich. 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.

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.


Posts in the
Faster Support – From Both Sides
series

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