How to communicate with Technical Support Properly

On a daily basis most of the time we work with different types of customers. It is a really fun task to solve customers’ issues and receive generous “thanks a lot” and “thank you so much” bombards from them. We extract motivation to keep going and we almost feels like we can work hard to any limit, day & night! Unfortunately, this doesn’t stay the same when we encounter customers who bring genuine problems but can’t convey them properly.

Today we will take charge to express some of the deep insides of this topic so that as a customer you can understand what should you do to take the most out of your Customer Service Experience. It will not just help us to troubleshoot and end your problem much more easily, it will help you tremendously to get things done quickly and more effectively. Forget frustration and confusion when you follow some of the tips we will share here.

For Starters, you should follow these tips when requesting support

1. Before you contact us, spam some keys on Google, simply copy and paste the error message and see what comes from Google. Great chance to solve any issue and learn on your own.
2. Select or mention the service plan or package you are talking about.
3. Share Path in File Manager or as Browser URL to reach the error location or message.
4. If possible mention steps to recreate the error situation to check, and mention some details about the last changes you made.
5. Make a practice to sound Technical, like try to copy and paste the error message or rephrase exactly what the error message says. It helps!
6. Share login details to the panel or dashboard if the error requires authentication for further checking. We don’t need login details for cPanel or other panels that are issued by us.
7. Speak in your native language if you find difficulty in English or Hindi. We will use translation tools to understand it, it’s much better than creating your own highbreed lengvez only to frustrate yourself.
8. Try to get screenshots of the error and share them with us. No Selfies Pls!
9. If you talked with someone on the team earlier regarding an error then mention the name of that cute person as a reference for us to follow up with them to understand flow and history.
10. Keep calm and understand that people talking to you are also human and they’ll give their best even in the case when they are properly briefed by you for some reason 🙂

Follow these tips and you are all set to get the best experience as soon as possible.

Another thing you need to consider is to do not mess up things that are already messed up. Yeah, like seriously crying in front of anyone won’t heal your wounds. Same here, it won’t help you get your website fixed! we understand that maybe you are in a panic situation or frustrated by the nature of the error and its frequency, but saying it out loud in a frustrated manor won’t help you. You should be calm and mention the occurrence of error and that’s it. FYI: We are human and we too can understand how others feel when something happens to their website/app or a thing on which they work really hard or perhaps depend on it even to feed a family!

Things like sharing sensitive data should be avoided in Live Chat. Because data exchanged via them is not managed by us. It’s all running on Live Chat provider’s servers.

Points that you should not consider when requesting support

1. Number one thing! Please avoid adding multiple replies to the same ticket in an attempt to receive a faster response. This only delays our ability to address your ticket promptly. Our technical engineers prioritize the oldest tickets, so adding a new reply resets the timer and places your ticket at the top of the list as if it were newly submitted.
2. Do not show frustration to the support person. PS. Chances are that He/She is already frustrated don’t share yours!!!
3. Do not share sensitive information on Live Chat. They are (could be) watching us!
4. Avoid contacting support on all fronts, use one channel and one support person to investigate issues, nice and easy for both of us.
5. Always understand the request from us to ‘Create a Ticket’, because not everything can be done on the go. Many things require authentication as well as time to evaluate issues. Try to avoid comparing one provider with another. Many times it’s considered an insult and futile 🙁
6. A blame game is nice but losing it won’t help to solve issues.
7. Replying to know our status on the issue is good but as mentioned in the first point, don’t spam!
8. Be Smart And Don’t Try To Outsmart, it works with your uncle when you try to impress them, we are simple peasants and ignore over-smartness.
9. Be Practical, Understand it’s easier to ask something than to execute it by yourself.
10. Don’t forget, We love to provide you support because you picked us as a provider while leaving some other quintillion providers out there in the market.
11. You, Don’t Panic Man!

If you avoid these things and understand everything that we have said then you will be rewarded with some extra love and happiness throughout the journey.

In the end, We understand and respect each and every customer equally that’s our courtesy to follow and we will always. It’s our request for you to cooperate and if you will understand the basics of our job and flow then it would be much appreciated. It takes serious inspiration and some motivation periodically to continue the journey that we follow. Try to be a good person when you can 🙂

And Yeah, Happy Hosting!