If there are more ways to achieve things, then provide alternatives to the client.
Customization, snippets, fixes, etc.
Some users don’t like working with code, don’t feel comfortable editing functions.php or styles.css files, or simply don’t know how to do that, so the snippet you share with them will not not make it.
However, if you can recommend an alternative solution, for example there is a third-party plugin that can do the job, offer that as well.
Or create a simple plugin from your code, will take you about 5 minutes. Share that with the user, they will be super grateful that they only need to install and activate it, instead off messing around with code.
If you are in the troubleshooting phase then think ahead.
And if this happens then try this next.
If that happens then did you try switching it off an on again?”
You say it might take you longer to type out your answer and provide alternatives, but:
- You might need to do that anyway in your next reply, if the client cannot use your first offered solution; and
- You will come through as super helpful.
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.
This is the sixth set of tips for Support Agents in the Faster Support – For Both Sides series.