Moment 5 of 6
Makehelpeasytoget.
A customer asking for help is a customer at risk. How you respond decides whether they stay.
What goes wrong
Four ways this moment breaks.
01
Common questions have no clear answer
The same question reaches support again and again because the answer is hard to find.
02
The assistant never says ‘I do not know’
Customers get confident but wrong answers, and trust drops.
03
Customers repeat themselves
They are handed to a person and must explain everything again.
04
No way to reach a person
When the problem is unusual, there is nowhere to go.
Why it matters
Support is part of the product. The best help is the answer a customer finds on their own, and the second best is a person who already knows the story.
How we find the cause.
01
Rank the questions
We list what customers ask most.
02
Check the answers
We test that each answer is easy to find and correct.
03
Test the handover
We check that a person receives the full story.
What changes
When it is fixed.
✓Fewer repeat questions
✓Faster resolutions
✓Customers who feel heard
Services that help
Where we start.
Illustrative example
A support assistant answers confidently but wrongly about delivery dates.
- What we would look at
- The questions it gets wrong, and the sources it uses.
- What we would do
- Limit it to approved answers, let it say it does not know, and pass the full conversation to a person.
- What would change
- Fewer wrong answers, and customers who do not have to repeat themselves.