19 lines
2.2 KiB
Markdown
19 lines
2.2 KiB
Markdown
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---
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post_title: Utilizing your support team to respond to feedback
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menu_title: Utilizing your support team
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---
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Your support team is usually the primary contact point of merchants when they contact you. Tickets and chats are the best tools we have to converse with merchants, understand pain-points about our software, listen to their feedback and analyze their feature requests. Collectively, support teams have a great understanding of the products and how people use them. This information is essential to be transferred over to product and engineering teams.
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We recommend that you take the following steps to best utilize your support team:
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* Create a strict internal SLA where support team requests are answered by product or engineering teams.
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* Ensure you have a way for your support team to effectively report bugs to your product and engineering teams.
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* When responding to your support team, avoid super-short answers, and try to explain the answer simply and concisely. This will allow the support agent to copy/paste your answer to the merchant.
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* Avoid replying with statements like "no, this is not possible" or "no, this feature will not be implemented" without providing additional context about technical or product limitations.
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* Regularly dedicate additional time to implement a short custom code snippets or to provide in-depth technical details about how a custom project would be implemented so that merchants can reach a solution faster if they decide to hire a dedicated WooCommerce developer. A small effort can go a long way to amaze merchants and reveal an opportunity to request a 5 star review.
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* Keep support in the loop when they report a bug or request a new feature. When you release a new product version, we always consider the impact it can have on support.
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* Work closely with your support team. For example, consider having a feedback hangout call every month where you can discuss product feedback and planned improvements.
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With these kinds of practices in place, support teams are more willing to share feedback, issues, concerns, and questions with us. This helps maintain a closer relationship with merchants and identify pain-points early, before they become a reason for them to churn.
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