While solving access problems, you often need technical information from customers. Talking to customers in technical language can be scary.
Try explaining the concepts in simple language and don’t overwhelm them with too much information. Also, create step-by-step guideline to make them understand what is to be done and why you need it.
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Hey there Ron,
Yikes. That’s not good at all. So sorry for the trouble there. Definitely keen on getting this sorted out for you.
The app looks to be working on my end for your account. Would you mind performing a couple of simple steps to help me figure this one out?
I’ll walk you through it:
(Steps / Procedure)
(Asking for a screenshot)
Might you be up for taking a screenshot of that? It would be a huge help if I can compare it to what I see on my end.
(For Traceroute)
Traceroute is tool which will help me understand if your computer is reaching to our server / website properly.
Here is how it can be done:
If you’re using Windows:
- Try opening Command Prompt
a. Start → Run → Type : “cmd”- It should open Command Prompt. Once there, type: tracert myaccount.appname.com
If you’re using Mac:
Try opening Network Utility from your Utilities folder. Once it’s opened, you’ll find Traceroute tab. Simply put “myaccount.appname.com” and press enter.
It may take a minute or two to complete the trace. The result will be a series of text output. Our tech team can look into it after you send it to us. You can send it in a different file as an attachment or simply paste it here and hit reply.
I’ll see what’s going on in here and get back to you with the details to have everything back on track.
At any point of time if you feel like you’re stuck, just let me know. We’ll arrange a better way to get it done.
Thanks a ton for your help with this 🙂
Avadhoot
Customer Happiness
Key Pointers
Try:
- Avoid any jargons / technical terms that the customers won’t be able to grasp. Explain in simple terms.
- Help them understand what you need and if possible, why you need it.
- Even after the step-by-step guide if the customer is unable to do it, get on a screen sharing call with them to learn what’s happening. You’ll be able to spot the problem faster if you experience live how it’s happening or if the customer is doing something differently.
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