My computer backup application stopped working this week.
It’s an application I use to backup my files to the cloud. A notification message displayed on my monitor, explaining I needed to update their application.
Sure, I can do that. I downloaded their file and tried to update the application.
And that’s when the trouble started.
The update wouldn’t run. Another error message displayed. Uh oh.
OK. I’ll search online for a solution. Fifteen minutes later, no luck.
So I went to their website, logged in to my account, entered the details about what was happening with my backup application, and submitted my ticket.
Within 30 seconds, I received an email message.
Even though I knew it would be an automated message, I quickly opened the email, read the message, and smiled.
Three Online Customer Service Features
What made me smile?
It doesn’t take a lot to make me smile when I submit a support request. In addition to getting a quick reply, it’s only three things.
And my cloud backup company hit a home run with their timely response.
It was quick and to the point. They knew what to say and how to say it.
What did they do? In four short sentences, their reply:
- Acknowledged my support request and assigned a support request number to it.
Now I could track my support request and read follow-up messages.
By selecting the support request number in the email message, I could quickly return to their help system. And add more information to my request or additional questions.
- Explained when I would receive a reply.
There’s nothing worse than not knowing when support will get back with you.
Manage customer’s expectations by providing realistic information on when they can expect a response.
For my support request, their reply said customer support would respond within one business day. And that works for me.
- Provided links to related support pages
Getting a link to a resource that solves your customer’s problem immediately is a win-win!
Your customer is able to fix their issue on their own (empowerment!) and you have one less support request.
In my case, the reply message included two online resources related to my issue. After reading each resource, I discovered neither would solve my upgrade problem. I’ll be waiting for a response from their support desk.
A quick response to support requests is important to maintaining a good relationship with your customers. While these three tips may seem like small details, they will go far in improving your customer service.
As I’ve said in another customer service post,
Small details go a long way in creating a pleasant, and delightful user experience for customers who will return again.