The first step of our customer support process is to move the ticket into one of the below categories.
The first step of our customer support process is to move the ticket into one of the below categories.
Simple questions are general questions that don’t ask anything specific but is a sign of a user reaching out to see if support exists or to test the system. Examples could be when the user just says “hi” or “what is Process Street?"
if you see a common question about billing you would type #billing to then see the list of saved replies we have made for that category of saved replies.
When a ticket comes in, part of the battle is utilizing the information that Intercom gives you. This information will give you a more 'full circle' view of your users.
Example 1:
Hi, are you there?
Response 1:
'Hi there, I sure am! How can I help you today? Have you checked out our Process Street User Guide?
Example 2:
What is Process Street?
Response 2:
'Hi there, thanks for reaching out! Process Street is your resource for managing teamworkflows, recurring processes and documenting your standard operating procedures. You should check out our handy user guide here.
Simple questions aren't questions about anything. They are usually results from when users use our Intercom chat applet for the first time, or someone who's just curious about who we are.
You can create a large number of saved replies, that also include HTML markup, for ultimate mastery of how our messages will appear to customers. However, if you create a saved reply, add a card for it in Trello and make sure it is approved before you ever use it. Be sure to defend why you think it's necessary.
The first thing you need to do for a technical issue is to see if you can replicate it. Jump to the “testing” task (number 15) for an explanation on issue testing.
Example:
'Hi there, every time I click save changes, none of my changes appear after the page refreshes'
Response:
Hi there User, thanks for reaching out.
I'm sorry you're having this issue. I was able to replicate this on my end, and I will be creating a bug report ASAP. I'm going to work with my technical team to fix this as soon as possible, and I will get back to you when we have more answers.
App questions are any question related to how to use the different features, functionalities, buttons, screens or anything else related to the app.
These are generally releated to topics in the user guide too.
Example 1:
Hi there, how do I put one of my youtube videos in a template?
Response 1:
Hi there user, Thanks for reaching out!
To use our video widget, you can either upload your own mp4 video or paste a youtube/vimeo link. You can also use an embedded video if you want to get really crafty 🙂
Did that work? Let me know if not and I’ll be happy to help.
Example 2:
Hi, I want to bring my assistant on the platform but I dont want her to be able to edit documents. How can I do this?
Response 2:
Hi there, user. Thanks for reaching out! You can handle this through user permissions. Simply invite the user to your organization as a guest. From there, change their permissions to 'can view' instead of 'can edit'. You can read more about user permissions here: https://www.process.st/templates/process-street-user-guide/#managing-user-permissions
By default, all sales related conversations need to be immediately sent to the Sales box.
The sake of this section is to reiterate that if you notice any ticket somehow related to a Sales matter, then you need to immediately assign that issue to the 'Sales' box.
Example:
"Can you please confirm that if we buy approximately 40-50 licenses that we can get that for 4.17 USD each? We are currently evaluating different systems and the plan is to make the decision in December about which system to buy."
Response:
Assign to 'Sales' box.
Types of questions you will commonly see in regards to Marketing and PR with our organization.
'Who are the founders? Might be worthwhile for me to interview one of them for a new entrepreneur-focused podcast we're producing.'
Example 1:
Hello,
My name is X and I am a freelance writer interested in guest posting on google.org. I have been freelance writing for a few years now and have written blog posts on everything from business, finance and technology, to parenting and pregnancy. If you are interested, I am willing to offer you high quality posts for your your readers as well as payment for publishing my articles.
Please let me know if you would like to discuss details, topics or if you have any questions.
Looking forward to hearing from you soon,
Response 1:
Assign this to Marketing so that the respective users there can process them
Example 2:
'I was curious if you have any idea of when an affiliate program will be implemented?'
Response 2:
Hi User, thanks for reaching out.
Not yet, a self service affiliate program is a little ways away.
If you do work directly with clients we can work out a reseller agreement for companies you bring on annual contracts with more than 10 seats.
Let me know if you want to discuss that further.
Blog featured writers
These are generally very limited in range, and be handled with saved replies.
These are generally releated to topics in the user guide too.
Example 1:
'Hi there, Will you still honor your previously quoted coupon?'
Response 1:
Hi there User,
Thanks so much for your interest in signing up for the business plan 🙂
We need to change your plan on the back end to apply the discount.
I will discuss this with my sales staff immediately and get back to you ASAP
Example 2:
'Hi there, I was accidentally charged for 4 users instead of 3'
Response 2:
Hi there User,
I'm sorry to hear you were charged incorrectly! I'm going to immediately inform my sales staff so we can get this fixed for you 🙂
Feature requests are when users suggest a new way to use our platform that isn't currently available.
Since many of the feature requests are common, we have the following examples of situations where you can use a saved reply.
'You should create a way to vote on each task'
Example 1:
'Hey, I love your platform but it would be really cool if you guys had a way for me to put nested checklists within my running checklists'
Response 1:
'Hi there user, Thanks for reaching out!
Nested checklists are currently at the top of our development priority list. We expect to release this feature within the next 2-3 months. I'll make sure you're informed when we roll that out 🙂
In the meantime, i'm curious about how you're using Process Street. Hopefully I can come up with a customer solution for you.
Example 2:
'What if you guys had a feature where you could vote on each task? Like thumbs up or thumbs down?'
Response 2:
Hi there user, Thanks for reaching out!
Thanks for the idea, I can definitely see that working very well.
I'm going to go ahead and put this on our feature board, where I will discuss it with my time at the end of the week.
I’d like to learn a little bit about how you’re using Process Street. While we talk about this feature internally, maybe I can guide you to another solution that might solve your problem.
Just reply here if you want to chat. I am always happy to help.
Sometimes tickets combine multiple questions that span different categories.
There are generally two types of mixed-type questions.
'You should create a way to vote on each task'
Example 1:
Hi there, I really like your platform. A few questions
1. How do I add a new user to all my checklists?
2. Is your business plan still available at the discounted price?
3. Are you open 24 hours a day?
Response 1:
This is why saved replies are built in blocks, so you can use multiple saved replies for one mixed type question.
Hi there user, thanks for reaching out.
1. To add a new user to your checklists, you can add them as an admin in your organization, so they will have view and edit rights on each checklist. You can also enter their email in the 'assign field' on each template, or checklist, you wish to apply this. After entering their name once, the field will auto-populate.
2. We are happy to honor the discount code you received. I'm going to notify our sales staff and they'll organize this with you ASAP.
3. We are indeed. Just drop me a line here and i'm happy to help.
Let me know what else I can answer for you
Example 2:
Hi there,
I just created a new folder and I added several templates inside. However when I try to move the folder to a different organization and export it's contents, I'm not able to. How do I do this?
Response 2:
Hi there User, thanks for reaching out!
First, you cannot transfer templates between organizations at the moment, however we are currently on working something similar.
If you aren't concerned with the content being public, I have a solution for you in the meantime.
The best option for you right now is to do the following (excuse this being a little 'hack-ey')
1. Make the checklist public by clicking 'Share' on the right sidebar
2. Copy the URL of the public checklist
3. Switch organizations to your desired organization via the organization switcher in the top right.
4. In a separate tab, go to the public checklist URL you copied. Click 'give me this checklist'. Now the checklist will appear in your organization as desired 🙂
How does that work for you?
This is a question where any support agent still cannot figure out an issue after establishing a dialog with a client.
Example 1:
'Hi there, when exactly are you releasing nested checklists?'
Response 1:
Confer with the development staff on the general release date.
Example 2:
'Hi there. I want to make a public checklist, how do I do that?'
Response 2:
Explain you can only create public templates, not checklists.
Many times customers will ask questions that show that they're new to the app, or don't fully understand a feature yet.
It is YOUR job as a client facing support warrior to not only guide the user through a particular feature, but to coach them on overall usages of the platform.
Example:
I have no idea how to do x
Response:
Hi there.
I'd like to get to the bottom of this for you. I see you were experiencing x while trying to do y. Could you provide me with a screenshot of this happening on your end? Did you notice button X when you were on this screen?
Let me know!
The overall goal with managing technical tickets is to attempt to replicate any issue that can be identified, and to prioritize them accordingly.
When you have a technical issue, you will need to respond and say we're looking in to it and begin the steps below.
There is more detail about replicating issues starting with task #15 and the task #16.
Issues that cannot be replicated have specific instructions on task #17
"Hi X, Thanks for reaching out, I'm currently testing this issue for you and will keep you informed as my investigation continues. I'm sorry about the inconvenience in the meantime. I'll get back to you as soon as I discover a solution for you."
If you went through the steps above and were able to replicate the users issue, follow these steps:
NEVER, EVER leave development tickets assigned to you after you have completed the steps above.
This is where you will ask the client to give more details. This SHOULD NOT include information you already know.
Never ask the customer something that you should already know. (see task #1)
NEVER, EVER leave development tickets assigned to you after you have completed the steps above.
