In buyer assist, we don’t get many huge product launches or spectacular milestones to have fun. That’s simply the character of the work. In between the rare main initiatives, and the even rarer appearances in an government slide presentation, it’s good to note the smaller encouraging moments of day by day assist life.
Listed below are a few of my favorites, alongside some solutions from Assist Scout’s personal assist crew, and subscribers to The Supportive Weekly e-newsletter (itself supposed as a shiny spot). You probably have your individual win so as to add, electronic mail them in and I’ll think about it for the checklist!
Deleting 76 not-actually-support conversations from the queue.
Seeing a posh case open again up…however they’re simply letting you already know it’s solved.
A brand new buyer mentions they’ve heard in regards to the high quality of your assist.
A justifiably upset buyer who stays well mannered and calm.
That suspiciously quiet queue turning out to be simply legitimately quiet.
Getting respect from engineers after they understand that you just solely ship them the main bug fixes, and resolve the smaller stuff throughout the assist crew.
Discovering the ultimate piece of a technical thriller, unlocking the entire challenge.
A buyer writes in purely to let you know that they like your merchandise.
Clients who want you probably did assist for the opposite merchandise they use.
5 concurrent “error!” tickets turning out not to be indicators of a serious outage.
Sharing fun along with your crew on an extended day.
A colleague saying “oh assign that to me, I do know what to do“.
Realizing that the bushy points that used to scare you now not do.
Receiving the Anakin “It is working! It is working!” gif whereas on IT tech assist.
Remembering there is a information base article that covers this situation.
Studying “You may shut this, it seems it was on my finish, all good.“
Studying that it is a public vacation on your largest buyer base.
Listening to “I am sorry for getting indignant at you, I do know you are simply doing all of your job.“
The magic of “I’ve additionally recorded a screencast displaying what occurs, if that helps.“
Letting clients know you’ve got launched a characteristic they requested.
A buyer sharing a photograph of their cat.
Your prodigal buyer returning:“We left some time in the past, however we simply did not get the identical high quality of assist over there.“
Seeing the executives speaking on to clients in your queue.
Recalling issues that used to dominate your queue, however have lengthy been resolved.
Clients describing their challenge with excellent readability and context.
Lastly succeeding in making your grumpiest buyer completely happy.
Watching new teammates get excited after they study new expertise.
Some days the large image isn’t obtainable; let the small stuff get you thru. You simply must search for it.
This May Have Been an E-mail
This text first appeared in The Supportive Weekly, Mat’s electronic mail e-newsletter for anybody who needs to create higher buyer experiences. Subscribe now…it is not boring!
