Quando surgem problemas técnicos, é fundamental equilibrar a solução de problemas com a comunicação com o cliente. Implemente estas estratégias para atualizações eficazes:
- Estabeleça um cronograma de atualização regular para manter os clientes informados sem sobrecarregar sua equipe.
- Use linguagem clara e não técnica para explicar a situação e o progresso.
- Defina expectativas realistas para evitar soluções promissoras que podem não ser entregues no prazo.
Como você equilibra a comunicação do cliente com a resolução técnica? Compartilhe suas estratégias.
Providing regular updates to customers should be a standard component of technical support. There are ways to reduce the administrative overhead of communications. Create email templates for common scenarios that can be used to quickly send updates. Group communications needed by topic or theme can create efficiencies. Examples of groupings: pending a product update or information from product development, reminders to customers who owe you log files or other information, and those verifying issue resolution.
Community Support Engineer at Intigriti | First-Class Computing BSc (Hons) Graduate
In my experience, the frequency with which the client with whom you're working should be updated all depends on the type of client they are. If they're a client who is, perhaps, more technical and thus may prefer to be involved in more of the troubleshooting process, it's likely better to provide regular updates and include more technical information where necessary. If they're a client who is less technical and is more concerned about business impact, for example, it's often a better approach to only provide straightforward, to-the-point updates when meaningful progress has been made, to the point at which you can provide them with an estimated time-to-solve and the cost of impact.
To manage client update requests effectively while deep in technical problem resolution, prioritize clear and timely communication. Acknowledge receipt of the request promptly and provide an initial status update. Set realistic expectations for resolution time based on current progress and potential challenges. Regularly update clients with brief, relevant progress reports, even if there are no major changes. Use automated tools to track and manage requests efficiently. Once resolved, provide a comprehensive summary of the solution and steps taken. This approach ensures clients are informed, reassured, and satisfied throughout the resolution process.