Handling client support

Video (watch this)

Jesse explains how to handle questions and some handy tips on using intercom, fullstory etc. https://prezly.wistia.com/medias/h6fvqozwgd

Guidelines

• It’s perfectly OK, to not always have your cs-activity open, just check it once an hour is enough. We don’t need to answer our clients right away, it feels a bit as chat you’re right. But our clients get email notifications as well so… chill :slightly_smiling_face:
• It’s also ok to not answer directly, but first do some research and directly answer the question. You don’t need to answer “Looking into it ….” , unless it’s an urgent blocking issue. But always better to wait a bit so you have more details.
• Please use our docs as a reference often as you can, but to be able to use it, read it, search in it.
• Before you press send, please read out your answer out loud (or just silent). This will make sure your answer makes sense and you’ll do a check for spelling as well
• When stuck with an issue, try to solve it with your client day partner first before dropping it into #dev .
• Personally on my client day I start the day with answering questions and end the day with it as well (my goal is to empty the intercom inbox at the end of the day). Throughout the day 2 more checks.
• most things you don't know, I probably need to test/check/ask as well. The only difference is I probably do know where to start looking, that's what everyone of you need to learn as well
• Emulate, emulate, emulate, use your own test account to test stuff (yes I know it takes time, but there is no work around for it). Did I say emulate?
• Use the tools we have: litmus, sendgrid logs, fullstory, ... emulate
• Not everything that goes wrong, is a bug. Try to reproduce in your own account first or use emulate before passing on to devs. Suggest a workaround to relieve pressure.
• A feature request shouldn't be a feature request if there is a logical workaround for, we've got enough on our plate.
• Not everything a client asks for will ever be a feature request, better to deflect early.
• It's ok and necessary to spend time on trying to reproduce hard issues. If you won't spend the time someone else needs to. So don't leave them for the next day.