What is the best way to communicate with Support?

With the advent in the last decade of different technologies (Social Networking, Tweets, Blogs), it seems that clients are less inclined to pick up the phone and call to explain their issues to the support teams and get a more personalized service.

This has become a support issue in and of itself.

When communicating an explanation of the issue or problem more and more clients choose email or other electronic formats. This does have the benefit of keeping a written log of what was sent and when, but it has its drawbacks.

Often it is difficult to describe a problem when you’re not sure exactly what’s wrong. Phone communication allows the Customer Service tech to guide you, with a series of questions, to pinpoint the precise nature of your problem.

More often, after reading an incomplete description of the problem or a description that covers too many possibilities, the tech has to call the customer back to clarify the particulars the problem thereby wasting time and resources.

Therefore, when reporting a problem by email, remember to be as precise as possible, not too long or too short. Bullet points can help you define what you need to say.

However, if you’re in doubt as to what the source of your problem might be it’s often best to call and let the tech work with you to diagnose the situation.

Next time you have an issue that needs resolving and you need to get in touch with Customer Support, think about the best way to communicate to get a better and quicker response.