One of the most frustrating things for you as a consumer is the pain of having to endure software systems that are full of bugs or those that simply don’t work. In such cases it becomes consequential that you request technical support in the best possible manner to gain optimum assistance.
However, it is highly recommended that before you go ahead and place your request for assistance, do the below given:-
- Make an attempt to look for the solution in the archives of the forum or mailing list you’re about to post to.
- Perhaps it is a simple bug the solution to which is given in the manual. Try to find the same.
- The World Wide Web can also be very helpful in certain scenarios. You may want to look it up beforehand.
- Usually, step-by-step solutions for small issues are already provided in the FAQs. So, make it a point to go through the same.
- In case you’re a programmer, you could find a solution by reading the source code.
After this when you put across your query, you must let the engineer know about the researches that you’ve already done, the fact will be appreciated by the team and it will help establish that you’re not being a lazy sponge. You may want to also tell them what you learned about the situation from doing these experiments.
Offered below are top 4 practices to be followed when requesting technical support. This will ensure that the response and resolution time is reduced further getting you the help you need speedily and efficiently.
It is extremely important to provide as much detail as you possibly can. You must start off by describing what were you trying to get done, what were your expected results and what actually happened. If the issue is reproducible, you must let the engineer know of the steps he should take in order to produce the problem on his own system. If this will not be possible, you must add the information via comments in your ticket.
If the information is either inaccurate or incomplete, the time taken to resolve your issue will unnecessarily lengthen. Do include as much detail as possible about any recent changes made on your computer or network. You must report facts without speculation.
Some examples of poor requests are:
“It just doesn’t work”
“There is a problem, please call me ASAP!”
When you make a support request which resembles the above ones, you are not providing the engineers with any information about the actual issue. Multiple steps of communication go on back and forth between the engineer and customer so that full understanding of what is happening can be gained.
Chances are you do not understand what went wrong in the first place and the issue which may have been simpler to tackle may worsen. Due to which, the engineer who assists you will need to undo damage that may have been caused by your attempts at fixing the problem. This will definitely complicate and needless to say, lengthen the resolution time for the issue.