support is more trouble than it is worth sometimes!

scottf_GBO
Contributor

Sitting here on chat support. I explain the situation, gave 2 examples, and the troubleshooting I have done. Then ask if they are following me. The 1st 2 questions they ask were already answered in what I had just sent them. I answered, then bring that up to the support agent and ask that they please read what I had already sent. It gets worse. The 1st solution they give is for something in the settings that was already set up the way they were suggesting.... which means they didn't bother to even look. I told them that it was already set up that way and I then I repeat what the issue is that is happening. Not to my surprise came they request for an example... which I reminded them I had already given to them! Then gave it to them again.

So frustrating to reach someone that just seems to be thumbing through a script book that can't insert the answers already given to move along in trying to actually help. I also shouldn't have to explain how ST works to them.

2 REPLIES 2

baraica
Community Manager
Community Manager

Hi Scott,

What you are saying is valid. I would also like to share my perspective as an internal employee, and also as a fellow tech support agent here at ServiceTitan. The tech support team does have a set of troubleshooting questions per product area they have to follow in order for the specialists to look at an escalated case in further detail. I know it sounds like we are reading off of a script but we do this to confirm and ensure cases reported are indeed a bug before transferring the support ticket to our product team. And another thing to note, due to volume, some of our agents on the support team are chatting with two customers at a time and our more senior tech support agents can be chatting with three or even four customers at a time. Sometimes, it is a lot to handle. But going back to your feedback, we are actively working on improving our entire customer support experience and that is by having the team participate in product update meetings as well as attend enablement and training sessions.

scottf_GBO
Contributor

Thank you for the response, Baraica.

I get the growth and training aspect (been hearing about it for a very long time now). And I fully expect support to have a troubleshooting guide to use to help them navigate the problems. But they should have the basic skill set and ability to answer many of those questions with the info they are given and not have to ask them again. Kids in school do this everyday. When someone takes the time to give information, they expect any support agent to take that information into account. And if the support agent is going to suggest something, they have the ability to look at the account to see if it that is the issue or not.

I for one take time to troubleshoot before going to support. I make sure to layout the steps I have taken and give examples. If a support agent isn't going to bother to read the info they are presented with, then you are just going to aggravate the customer. No one has tons of time while running a business to sit in a chat window and repeat themselves. I'm not asking for instant answers. I'm asking for simple and basic customer service. And THAT is what is so frustrating. The lack of answers isn't the problem. I have had many support agents that did not have an answer, but they get back to me after they dig deeper. And that is truly appreciated. But it is the lack of basic problem solving skills that my 5th grader has that is the problem. Listen, troubleshoot using the info you have, and then ask additional questions.

Do you see my point here? There are several great support agents that do not have the answer, but they listen.