Anatomy of a Ticket
While we heavily recommend using Saved Replies when appropriate, it is also important to feel confident drafting your own responses to tickets. We often receive questions and tickets that we've never seen before. The structure listed below will ensure that we are giving our customers a comprehensive response in situations where a Saved Reply is not readily available.
1. Salutation/Greeting
Match the customer's tone, if they send over an enthusiastic greeting and a smiley face, feel free to do the same. Always use their first name if we have that information on hand.
2. Intro: Acknowledge we received their request
Let them know that a real person is on the other end of the response. You can introduce yourself if you like.
3. Answer the question: Provide them with a clear and direct answer
Make sure that you read through the customer's request thoroughly. We want to make sure that they can find an answer in the first few sentences of the reply so that we don't lose them.
4. Provide context:
If the answer to their question is yes, great! We should also aim to customize the response to the user, if you can see they are accessing the platform on an Apple product, send over instructions that are relevant to their device type. Screenshots highlighting instructions to follow are also a bonus for customers that might not be as tech saavvy. If it is no, provide some an explanation as to why it's not a possibility.
5. Workaround or alternative solution: we should provide an alternative if there is no perfect solution to their problem or question
We won't always be able to give the perfect solution, but an alternative or work around is always better! It shows the customer that we are still trying to service them. For example, if someone is trying to connect to Spotify and it is currently not working, provide them with instructions to connect to an alternative player while they wait.
6. Next steps and asking for clarification: Provide additional value and collect more information
For tickets that need to be investigated, use bullet points to summarize what we need from them if the ticket requires technical escalation.
If someone mentions that they are unhappy with the product, ask them what they think would help to improve the product and offer to pass along that feedback to our product team.
We can provide additional value by sharing resources or recommendations that are related to what the customer is asking - ie a creator is asking about enabling AMA, we could send them blog posts, and examples of other customers who use AMA, and how they tease AMA on their public feed.
7. Outro: wrap up
End it off with a friendly sentiment - please reach out if you have any other questions, etc.
8. Complimentary close.
Sign off with your name
9. Don't forget to add tags!!
We want at minimum the user type, are they a listener or creator, and also, what area of the product are they referencing?
Example ticket submissions and our responses:
Hi Supercast Support,
I hope you are well!
We’re going to be running an extended 1 month free trial promotion across all of our shows this weekend, which we’re super excited about! We’re supporting the promotion with trailers and promos within every episode, so should hopefully see some good conversion.
To prepare for this, I’ve created copies of all of our plans and applied 30 day free trials, but I’m sadly having trouble with the Sleep Wave/Sleep Magic Bundle.
Every time I try to duplicate the plan (in order to add the free trial), I get the below error message. Could you possibly look into this for me?
Cheers,
Jenna
Our response:
Hey Jenna!
Thanks for reaching out, I'm doing well, I hope you are too. Let's resolve this issue for you!
We were able to reproduce the issue you are experiencing. We've escalated this to our engineering team to provide a solution, in the meantime I created a bundle on your behalf and moved the original bundle into archive.
As we await resolution from our engineers, if you need to duplicate other bundles what I will have you do is:
1. Select the bundle you would like to copy and select "Create a copy"
2. Select "Create bundle"
3. The error message will appear, and you will need to select the desired shows again
4. Select Create bundle again
This is a workaround for now! I've sent this to my engineers to fix thank you for flagging! I'll let you know once it's been resolved.
Please let me know if you have any other questions until then.
Best,
Marciane