Be successful at providing support to your users without even solving their issue

Active listening

When facing with end-users issues, some cases do not really require bringing a ‘technical’ or even a functional solution. Indeed, the key is often to let users talking and expressing their concern. Actually, they need to be listened by someone they consider as “expert”, and they need to be listened carefully.

The simple fact to describe their trouble actually solves a large part of the situation; sometimes it even solves at 100%. Because when users talk about trouble they are facing, they realize:

  • either they realize they know the solution, but they have requested for support too quickly. Typically, emergency obscures clear mind.
  • either they did not diagnose correctly the problem. Their explanations are a little bit confusing, so they rephrase, they ask (to themselves) new questions. Usually, this sudden brainstorming ends up with new insights that bring them the solution.

Providing support is as acting as a coach, it means having the attitude that helps users getting a solution on their own.

In a short, “active listening” is the key: listening carefullyasking relevant questions at the right moment will conduct users to solve an issue by themselves.

Credits: thanks to Rachel Jones for the infographic.

5 actions to make a delighted Customer Experience

A successful Customer Experience like an airflight

For some days I have been attending to the Inbound Marketing online course, delivered by HubSpot Academy.

With two or three chapters, they give insights about how to enhance Customer Experience, and it makes me think about how I try to deliver the best User Experience when I provide solution, guidance, short training and tips to end-users.

According to my experience and all the papers I have been reading, here are five elements that compose my “Customer experience Framework“:

Continue reading 5 actions to make a delighted Customer Experience

Use various channels to provide efficient and personalized support to customers

Providing support to customers

As I am responsible for providing support about web applications, WordPress blogs and Confluence wikis, I used to deal with several channels to interact with end users.

Here is a presentation of these channels, with their benefits and their drawbacks.

Continue reading Use various channels to provide efficient and personalized support to customers