How to create the perfect support request

In order to continue to provide the high level of customer service you’ve grown accustomed to, I’m sharing this to ask for your help.  Seems crazy doesn’t it?  I’m asking for your help so we can improve our level of customer service provided.  Counter-intuitive?  Maybe, but I hope when you get finished reading this, you’ll understand why, but more importantly be willing to help!

Throughout the course of the day, we receive a number of inquiries with questions on everything from new features to simple “how do I” to more complex issues where our team needs to get heavily involved.  No matter the type of issue though, many follow a similar thread.  Let me share a sample below.  And if you just want to get to the main bullet points of how you can help, click here.

Typical Support Request

Request made by “Jane”:

Shugo Response:

Jane’s Response:

And then thread then goes on with our team looking into the system and our audit logs and providing a course of action to take.  In the end all are happy!

So any idea on what could be done to improve this process which would enable us to provide better support?  If you’ve guessed include aspects of Jane’s response in her original request, winner winner chicken dinner!

How to create a perfect support request

I bet at least half of the support requests we receive don’t designate a specific client or user who’s running into the issue.  Other times we have an Ask Shugo knowledge base article which will walk you through a step by step resolution.  But when creating the perfect support request, here’s what we recommend including from the start:

  1. Always include information on the client and affected user.
    • For client, include their client id / company code.
    • For affected user, include their name, email address and employee number (if applicable)
  2. Include any screenshot which highlights the issue.  If you don’t have one, ask the client to send you one before creating the support request.
  3. Identify as much as you can about the affected user’s environment.  Simple things like type of device (pc, tablet, mobile) and internet browser (type and version) are helpful.
  4. Share any Ask Shugo knowledge base article you’ve referenced.  This again will help us so we don’t try to offer a redundant solution.
  5. Identify any other step you’ve taken to resolve the issue already.

Here’s a sample support request which shows this:

This one simple change will enable us to help find a resolution faster!  So please, help us make our customer service even better.

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  • 11-Apr-2017