Illustration by Saskia Keultjes
Why Customers Ask Vague Questions (and What To Do About It)
Written by Mathew Patterson
Every customer service person knows this moment: You read a customer’s question for the first time, and within seconds it is clear that you are going to have to write back to them asking for very basic details before you can even start to help.
Use tools that automatically record contextual data like the customer’s browser, their path on your site, and their account name, and attach it to the customer’s query. Help Scout does this well , as do other tools. If you often need specific details, update your contact forms to ask for them explicitly. Explaining how you will use those details to more quickly identify the issue and provide more specific help can encourage customers to take the time to provide more information upfront. Consider offering real-time channels like chat , where you can ask for what you need piece by piece in a conversational manner. Join 251,101 readers who are obsessed with delivering great customer service
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