Episode 332: Rapid Fire Q&A: How to Get the Most Out of Support

What We Cover In This Episode:  How providing a client's full name and context in the initial email will eliminate the first round of back-and-forth [4:17] The ways in which visual evidence helps the support team recreate bugs and prevents the frustration of feeling gaslit by developers [8:32] The 5 essential tactical details to include so the team can move directly from investigation to resolution [9:54] Why logging into your admin on a laptop is the key to ensuring your call is focused on resolution rather than discovery [11:15] How to determine when a quick ticket will suffice and when a live screen-share is the most efficient path forward [15:55] Why the clear communication of your expected outcome versus the actual result is the ultimate shortcut to a solution [19:00] Quotes:  "Sometimes if you think you're going back and forth with us, remember we are also going back and forth with the development team if we're really trying to solve your problem and we don't know how it happened." [Nick, 9:48]  "Believe it or not, it does take 15 to 30 minutes to solve a support ticket over email if there is a lot of hunting involved." [Nick, 11:34] "What is the goal of the support call? We should focus on getting that done first and then we can kind of shotgun our way through some more questions afterward." [Nick, 12:20]   LINKS:  fitDEGREE Login Book a Call with the fitDEGREE Team Learn More About All of Our Partners (Including LoopSpark & LezVU) and Get Exclusive Offers Visit the fitDEGREE Knowledge Base Send Megan Your Playlist or Discuss the Podcast Here!  fitDEGREE's Business Portal [email protected] https://www.instagram.com/fitdegree/ ​​https://www.instagram.com/fitspot_guru/  https://www.fitdegree.com/blog  https://www.youtube.com/channel/UChJ5rK6zWPXjbxtUQx3ys9Q https://www.tiktok.com/@megan_fitdegree