So You Think You Need to Call Support

October 9, 2017 Customer Support, Trends

Support-Calls-2Tell me if you’ve been in this situation before.  You call for technical assistance and start to get asked a bunch of questions you don’t have answers to. Even worse, you call in only to find out you don’t really have an issue. We’ve all been done there before. In this blog post, we will cover 2 scenarios. First, we will cover some tips on what to do before you call to avoid the embarrassment of the tech telling you to turn on the machine. Second, we will cover the top things to gather before making that call to make the information exchange easier.

First let’s go over some things to check before making that call for support.

  • Does the thing you are calling about have power? This may seem overly basic, but many a support call has started and ended with this one question. There have even been calls where the individual was sitting in the dark because of a power loss and the person didn’t understand why their PC wouldn’t power on.
  • Has there been any recent communication from the tech team or management staff? I know what you are thinking. You get 6 million emails a day. You don’t want to check. But believe me it is better to check than to be the 1000th caller into tech support to report an outage that was communicated 3 hours ago.
  • Did you recently move anything? When you moved something, are you sure you reconnected everything? If your monitor won’t come on after moving it, first action after power would be to check the connection to the computer.
  • Is anyone else having the issue? If you look around the old cube farm and see that all of your colleagues can’t get on the company’s SharePoint page, I recommend using the suggestion above about looking for any recent staff communication.

Alright, so you’ve gone through the above list and still need to contact support. Let’s cover some items to gather before you call to make things easier.

  • Contract information, authorization codes, payment method, etc. – Chances are you will need to provide some sort of payment for the services being rendered. Whether that comes in a contract number, code or credit card, have that information handy.
  • Have a full description of the issue – “It doesn’t work” is not a full description. It does not have to be overly technical, but any details you can provide will help.
  • Have proper call back information. Be ready to give your phone number and email. Often times, you will not get a live handoff and someone will have to contact you. Have an alternate contact available if you are not going to be available for a period of time. If you are calling for someone else, be prepared to give their information.
  • How long has this been happening? Did it just occur or have you been dealing with it for weeks and just decided to call today? This information can be vital to getting to the root of the issue.
  • Provide any initial troubleshooting steps performed. If you read the first half of the blog, chances are you did some things before you called for help. Provide that information.
  • Take screen shots while it is occurring. This one isn’t always possible, but can be really helpful if the issue is intermittent.

I hope this blog has been helpful in giving some simple items to do before calling support and the information to have ready when you call. Believe me, it will make your experience more enjoyable and the technician or engineer on the other end of the line will be grateful!

jeremy-niedzwiecki-1A proven leader, Jeremy Niedzwiecki has over 20 years in the IT industry. As the Director of Customer Support at ABS, Jeremy works to ensure that the ABS Customer Support team continuously provides the highest levels of support possible ABS clients.