It is 2026! Or it was, once I wrote this. I do not know what yr it’s for you, and this web site has no feedback part, so I suppose I will by no means know. In any case, my level is that it’s newly 2026 for me. So listed below are 26 one-line assist suggestions grouped by theme however not ordered by significance. Use any of them you discover useful, skip the remainder. And if it is 2049 for you, I suppose simply watch out of Blade Runners.
Again to fundamentals
1. Even in the event you can’t resolve the issue, you’ll be able to hear nicely and acknowledge it.
2. Make your self a listing of all the questions earlier than you begin answering.
3. Arrange a triage course of to determine probably the most pressing objects within the queue.
4. Scan your queue for repeated points to catch new fires early.
5. In case you don’t know a solution, comply with the difficulty so that you study when another person resolves it.
This Might Have Been an E mail
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Writing
6. Your clients mustn’t should know your inside jargon. Preserve it plain.
7. Reply their direct query first; then reply the query they most likely ought to have requested.
8. A “right” reply could be written in several methods for various clients.
9. Use context clues to determine how a lot technical element is beneficial.
10. Learn your reply out loud earlier than you ship it, you’ll hear the place it may very well be higher.
Self-service
11. An AI chatbot is only a extra difficult type of self-service. Its success ought to be judged in the identical manner.
12. Self-service is ineffective if individuals can’t discover it. Make it accessible from anyplace individuals search for assist.
13. Incorrect assist paperwork are worse than no assist paperwork.
14. Make it simple to your assist of us to report lacking or outdated assist docs.
15. Promote your self-service choices in your assist replies—however solely after you’ve helped them.
Administration
16. 1:1 conferences ought to be primarily for the good thing about your direct experiences. It’s their time.
17. Funds out-of-queue time, and defend it, earlier than individuals burn out.
18. Profession progress in assist doesn’t should be changing into a individuals supervisor.
19. In case you can clearly outline what success appears to be like like in your crew, hiring is way simpler.
20. When you set a metric, you form how individuals work. Watch out.
AI
21. Preserve an open thoughts; there’s extra to AI than producing textual content.
22. Use AI to carry your base stage of high quality up, to not maintain your greatest of us down.
23. High quality assurance is simply as essential for AI as it’s for human assist.
24. Take into account an AI Assist Operations function or focus space in your crew this yr.
25. Automate the tedious components, give your individuals extra time to be individuals.
And right here is your last tip:
Preserve it easy. All we’re actually attempting to do is be useful to our clients, however generally we make it so difficult for ourselves.
