The IdeaScale Support Team Best Practices

IdeaScale support TeamA successful product like IdeaScale’s relies heavily on satisfying customers when it comes to various factors like price, value, usability, flexibility/customization. But customer support also plays a vital role in communicating product changes to customers promptly, collecting feedback good or bad about the product and passing it along internally, and primarily resolving issues and documenting bugs reported by customers. The question is how do we earn customer satisfaction even in a difficult conversations? There are few ways that the IdeaScale support team works to serve our favorite customers 24/7:

  1. Acknowledge every request:

Most of the chat or ticketing systems already supply an automated reply as soon as client initiates a chat or creates a support ticket, however customers want to know that there’s a real person on the other side. So let them know you are there! At IdeaScale, every chat receives a personalized reply as a statement of acknowledgement with a little summary about the reported issue and what’s being done from our end to address it or escalate it as soon as possible.

  1. Be as Human as possible:

Customers are tired of chatting with robots, they are more interested in interacting with a human on the other side who has emotions and can react accordingly and who can try and understand the customer’s situation. At IdeaScale, our goal is to create a comfort level with the customer. As soon as they learn that they are talking to an actual person, they are more likely to provide extra detail which will help you resolve the matter.

  1. Ask the right and relevant questions:

Get to the heart of the matter as quickly as possible. Begin by asking relevant questions like “What’s the issue?, Where do you see it?, When do you see it? and How can I reproduce it”? etc, whatever helps customer support replicate and pinpoint that issue. At IdeaScale, we start by asking where they are in the app: are they submitting an idea or working on custom settings? We want to know what their goal is right away and go from there.

  1. Acceptance as the first interaction:

Let’s accept the fact that nobody likes it when someone points fingers at something not working correctly in your product. But the customer Is always correct! If a customer felt something is wrong, then they’re probably not alone in their experience, so the best idea is to acknowledge their experience and thank the customer for bringing it to your notice and assuring them that you will help them make it work correctly.

  1. Honesty is the best policy:

Some fear being honest with customers and end up overpromising. But in my experience at IdeaScale, the client is always more grateful when I tell them that it’s a real issue that can be fixed instead of denying that it’s there. At IdeaScale, it’s also our responsibility to frequently keep the customer posted about the progress and also let them know when it is fixed. And that’s my favorite part: when a bug is fixed or a new idea that they gave us is implemented. There is nothing more rewarding, trust me!

The best customer support adds goodwill to your product and company, which has the power to bring in new businesses via word of mouth and recommendations and also can result in existing customer retention and renewal, because they just can’t let us go! So get on chat and reach out to me anytime as your IdeaScale ambassador!

This blog post is part of a series authored by IdeaScale employees. It showcases how they’re thinking about crowdsourcing and innovation as part of their daily routine. Feel free to ask questions or make comments.

This post is by Rakhesh Nair, Lead Support Engineer at IdeaScale

Comments are closed.