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What I can offer is a way to stay on top of your s without them being on top of you — a way to answer more support tickets faster and easier. And if you can answer them faster and easier, then you can get your support inbox down to zero in no time. Want to save this guide for later?
Download a free PDF by filling out the form below. Should I send it again? We just received your inquiry. For your records, your support ticket is Include it in any future correspondence you might send. Instead of having the customer worry about ticket slet them know they can just reply to that to update their ticket. Personalize it! Thanks for your order with us!
Customer Support 2. Be sometthing honest as you can with them so they can decide if they need to move to another app.
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Example request Hello Support! Do you have it? If not, could you add it to your feature request list? Thanks for submitting your feature request. But do know that we read each and every one of them. The last paragraph comes across as formal again.
Liven up the ending! Good response Hi John! Thanks for using our app! And have a fantastic Tuesday! Chase Clemons Customer Support 3. Feature requests that you are working on Since you know your team is working on this, let the customer know. In fact, we loved the idea so much we began working on it a short time ago.
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Chase Clemons Customer Support 4. Troubles with the browser itself A lot of times, a wonky behavior will be from the browser itself: A rogue extension, something hung in the cache, who knows. It looks like all the colors, backgrounds, and fonts have reap stripped out. Can you try a hard refresh and clean out your cache? That should fix it.
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Use it! Corrupted data, hard refresh, clean a cache? Stay away from complicated wording.
Make sure to include clear instructions on how they do this in their own browser. Linking over to a support you have listing the different ways works best here Good response Hi Jane! Definitely strange! Can you try clearing your cache, cookies, and restarting it? Chase Clemons Customer Support 5. Extensions in the way With as many browser extensions as there are out there, sometimes one of them will get in the way of your ral.
The only thing I did this morning was update an extension I use. Simething least help where you can.
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Good response Hi Christopher! I'm sorry about those formatting troubles! Since it just happened after that extension, it's probably something with it. Can you try disabling it and let me know if it works again after that? If that chta is d culprit, I'll their development team and see how we can get that worked out. Customer Support 6. Supporting only certain browsers As browsers keep getting better and better, your team will start dropping support for older ones.
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Just explain why and encourage the customer to upgrade to the latest one. Example request Hi! I was prompted to upgrade my browser from Internet Explorer 8 to 9. Is there any way around those compatible browsers? Please reply with any questions you might have.
Notes: Explain why you only support specific browsers. But make sure to explain it in a way they can understand. Good response Hi Leet Thanks for checking out my app! We wanted to make sure the experience is the best it can be for the vast majority of our customers, so supporting them would have held us back. And have an awesome Wednesday!
Chase Clemons Customer Support 7. Cancelling an Customers will inevitably forget to cancel their before their next billing cycle starts. Can you cancel it for me?
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Please reply to this with any future questions. Sorry about that charge! You should see that refund on your statement within a few days. And have a fantastic weekend! Chase Clemons Customer Support 8.
Strive to make it as painless as possible. Are you running into any network issues? Can you perform a trace route to your to see if you can reach the servers via your Internet network connection? This will help our programmers see what might be the problem. Just never use it. Traceroutes can be scary for a customer.
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Walk them through how to do one. Thank them for helping you out with this. Good response Hi Bill! Can you perform a traceroute to help me figure this one out?
It may take chwt few minutes to complete the trace. The result will be a series of text output that shows hops from your computer to our server. Copy this lef and send it to me in a reply to this message. Thanks for your help with this! Chase Clemons Customer Support 9. s blocked by a firewall If a customer is behind a pretty strict firewall, notifications from your app might be blocked.