It's a random Monday morning, and FlowForma Support is ready to help. Working in support is both fun and challenging; it all depends on your perspective. As a Support Analyst, you need to have a real interest in helping clients - it's never just about "doing my job".
When you contact a support center (whether it's FlowForma or not), you want the support analyst to take the time to listen to you. In our little team, we have a real passion for problem solving, and whilst we want to help you as quickly as possible, we don't just aim to end the call as quickly as possible. We want to ensure we really understand the problem.
Our first aim is obviously to solve the immediate issue, but the bigger goal is to find a way to prevent it from happening in the future. In some cases, that might require a change to the product, but in other cases it's a matter of updating the user documentation to ensure you have clear instructions on how to use the product. At the end of the day, it all lends itself to having happy and successful clients.
We take a real interest in the people we're helping. Getting to know our clients as time goes on is a big plus. We've all been in the situation where we've had to contact a support center without really knowing how to describe an issue. We are trained to listen and ask questions, but the set of questions vary depending on how the issue is described by the client. Sometimes it's very technical; sometimes it's not. We need to be able to fully relay the message to someone else afterwards if the request can't be resolved straight away, and in some cases we may even have language barriers to take into account as well. It keeps us on our toes!
In the FlowForma world, however, it's not all about reporting bugs to developers. A big part of what we do is provide software advisory services to clients who have been using the software for some time. Clients contact us to find out "how to". What follows can be just about anything, but the key is that the client is looking to learn. For these types of requests, it can be tempting to simply provide a step-by-step answer, but we find that it works much better to actually work side-by-side with a product analyst and learn how/why things are implemented in certain ways, as that allows you to learn for next time, so you eventually become fully self-sufficient. It may take a bit longer, but we help you build knowledge of the product so you can implement more and more processes.
We keep an eye on all support requests, so we can always tell you how many times you got in touch last month, or even who raised the support queries. We use this information in many ways to ensure we create "how to" documentation for the most commonly asked questions, or even include difficult content in our training course. We log these ideas so they can be reviewed, and often those ideas find their way onto our product roadmap.
It's time to get back to the support requests now, as we don't want to keep you waiting…..