Most apps out there have some sort of public API to tie in with other apps that your customers might be using. When you’ve got two completely separate apps trying to jive together, things can get fun.
Every so often, I’ll talk with a customer that’s having a problem getting an integration like that to work. A typical support team would treat the customer as a middle man to go between the support teams from each app. But you’re not a typical support team, right?
Customers that contact a support team just want their problem fixed. They don’t want to relay messages from one side to the other. Don’t force them into that role.
Instead, offer to do it for them:
That integration’s definitely not working right. Let me contact the team behind it and find out what’s going on. As soon as I have it fixed, I’ll let you know!
You’ll save a ton of time for both you and the customer by cutting out that middle man.