When a customer is trying to reach your support team, make it really easy for them. A frustrated customer only gets more frustrated if they have to figure out the right phrase or URL to use to find help.
Two quick and easy tweaks:
- With your website, make sure you’ve got the right redirects in place. If you’re support site is at supportops.co/support, redirect supportops.co/help to your help page.
- Same goes for email. If it’s firstname.lastname@example.org, make sure help@ goes into your support queue.
Sure, it sounds like a no brainer but people forget to do it anyway. I just ran into it where I actually had to use a search box on a site to find the support contact info. They had it buried under email@example.com.
Go easy on your customer. Make sure the obvious ways to reach you actually do reach you.