Contacting Technical Support

Get in touch

If you would like help with "Contacting Technical Support" or with any other topic then feel free to get in touch for a chat.

by | 30/08/2011 | Blog | 0 comments

A few simple rules to get the most out of a technical support operator.

1. Do not start with an accusation.
When asking technical support for help, do not start with an accusation, simply state what your problem is, starting by asking if I am doing something with the server and therefore implying that your problems accessing Facebook are a result of me doing “something” to the “server” is going to put me on the defensive.

2. Check and double check
Before you tell me I’ve imported the data wrong, maybe you should check the spreadsheet you sent me actually contains the data you wanted, even better you could check that it contains the data you need before sending it to me to import and saving us both some aggravation.

3. Explain, in detail.
Imagine I’m in an other office, in a remote location,and I have no idea what you are currently doing, or even if you know how to do it, now try explaining what you wanted to do and why you cant do it.

Telling me you were trying to email a client but the email keeps coming back to you is helpful, telling me the server is down, when I know there are 4 servers in your office and you shouldn’t be using any of them is not.

4. Ask once and then wait
If you send me an email, please give me time to reply, you are not my only client, in fact I deal with 20 people in your company alone, and your company is not the only one I deal with.

Rewording the question and sending it to me again an hour later will not get you a reply to either email any sooner.

5. Ignorance is nothing to be ashamed of.
There is nothing wrong with not knowing what things are called, you are not employed to know what things are called, you are employed to use the things and leave the knowing of their names to me.

Referring to everything from the Internet to a stapler as “the server” does not make you look clever, just because you heard the word on an episode of the IT Crowd does not mean you know what it means, if you don’t know what it is, just describe it, i wont laugh, I promise.

Can we help?

If you would like help with this, or any other topic then don’t hesitate to get in touch with us.

Premium Themes & Plugins

When you sign a website up for any of our monthly plans you get access to many of our favourite premium plugins and themes — at no additional charge. Savings up to £250 per year!

Gravity forms, Create stunning forms with ease.
~£43 per year.

Optimise Images, Website Cache, Security and more.
~£136 per year.

Add a range of extra tools to your Divi Website.

Backup your website to Google or Dropbox with ease.

Backup your website to Google or Dropbox with ease.
~£80 per year



Sign up to our newsletter for the latest hints tips & offers.

Did you know nearly 70% of people unsubscribe from email lists because they receive emails too often? That’s why we often don’t get round to sending a newsletter but when we do make sure its worth reading.

  • What’s happening with us and the internet/digital in general. 
  • Lots of helpful advice on a whole range of website and digital skills topics.
  • Sales and offfers from us and our partners. 

Get a free guide to creating sale funnels

Join our mailing list to receive the latest news and updates from our team.

You have Successfully Subscribed!