When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are!
But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested.
There are always things you could be doing better in your conversations. Here we look at some of the common support requests you’re likely to receive, the best way to respond to them, and how to create evergreen resources to make it easier for others in your team.
In my experience, most emails we receive in support fall into only the below listed three buckets:
- I like your product. But here are the things that you need to change.
- I hate your product and I’m really angry.
- I am a new user, do you have so and so thing?
Here one of the sample mail for “I like you” email asking for additional feature :
“I’ve been using your product for years, and really like it. That being said, it would be pretty cool if you could add a sorting feature. Right now I do it manually and it takes up a lot of time. Do you have a way to do this already that I’m missing, or is it really just not available?”
Rhetorically, acknowledging, aligning and assuring is one of the most solid ways to give your customer a great experience. The Reply for that could be like this.
Thanks so much for emailing–that’s a great question. I could definitely see how you would want to have a sorting feature like that. Right now, we don’t have anything like that in place, so it is just manual. That being said, we’ve heard that request quite a bit so maybe we will do so in the future. I’ll speak with our engineering team about this, and they’ll reach out if they have any other questions.
In the meantime, please let me know if there’s anything else that we can help with and have a great rest of your day!
Play around with the ways that you can use each of them in your common responses and adding them to existing saved replies. Then watch your replying style soar.