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Blog : Have your tried to contact your company for support?

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Have your tried to contact your company for support?

By Tom Sweeny March 20, 2021

scale support

As you think of all the wonderful ways you can improve your customers’ experience start by contacting your own company for support.

It should be a simple process and one that many of your customers experience.  Hopefully you will find that connecting to your support team by phone, chat, support portal, or other available channels is a simple and streamlined process that is enjoyable (or at least tolerable).

You may be surprised how bad some experiences are – still to this day!  Hopefully you find that reaching your support team is not one of worst.

Here are a few things to consider when trying to contact Support:

  • Can you find the phone number? Can you get through?
  • Can you find the Customer Portal?
  • Are the prompts clear, do you known which option to choose?
  • Do you use an intelligent agent (or bot) that tries to help – is it helpful?
  • Once you get through the prompts and bots, how long did you have to wait?
  • While waiting, did you get updates about how long you may have to wait (customers like this).
  • If contacting by phone – Did you hear music? Good music?  Was it clear or garbled, too soft, or too loud?
  • Did you get connected or cut off?
  • Did you have to repeat what your issue is multiple times to multiple people?

So, how did you do?

Any one of these elements is enough to negatively affect a customer’s experience.  Connecting with your Support team by phone, chat, customer portal, or other channels should be simple, quick, and tolerable.  Try contacting your Support team – A few minor adjustments can have a big impact.

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