Being in this game for over a decade with hundreds of clients, we’ve seen a support request or two in our time. In a given week we get dozens of requests.
How well-pulled-together the request is, directly equates to how quickly we can resolve.
Here’s how to compile the PERFECT support request for us or any Web Development / Design or Marketing agency.
1. Details, Details, Details
Sometimes we have to waste a few round-robins of emails just figuring out basic details. Let’s play baseball, not ping pong :)
State the need / issue as clearly as possible in the email subject line.
In the email body please give us:
- Thorough description of the issue / need
- URLs involved
- Steps to reproduce
2. Your Browser / Operating System
For many bugs we need to know what browser you are using and what operating system. Does that sound like mumbo jumbo? Here are some examples.
- Chrome / Windows 10
- Safari / Mac OS Catalina
- FireFox / Ubuntu
- Chrome / Chromebook
- Safari / iPhone 8+
If we aren’t able to replicate the issue it can be really challenging to solve.
3. Cleared cache?
Cache is the bane of our existence as web developers. At multiple levels your computer / browser, our server all “cache” (store) parts of sites in an effort to speed up the experience. Sometimes these can get stuck or need to be proactively cleared.
The ultimate is completely clearing your browser cache but sometimes you can just reload / refresh a page or go a step further with a “hard refresh”…
ctrl + f5on most Window’s browserscommand + rorcommand + shift + ron Mac
Clear cache before reaching out and then, if the issue persists, let us know you cleared your cache already.
4. Give us a sense of urgency and timeline
Some weeks we live like a M*A*S*H unit playing triage. You’ll be glad we prioritize critical business-affecting fixes over trivial ones if you ever find yourself in an urgent situation.
Doctor Mallard: “Get this website on the operating table now! Nurse, get me 3 lines of CSS and a shot of espresso. “
If we know when you are expecting help we can more easily fit you in. Our retainer clients who have us reserved for a certain number of hours a month get our most immediate attention but we do our best to attend to all issues with expedience.
5. Be nice
If you are one of our clients I don’t even need to say this as you guys rock.
Remember on the other end of the email is a human being, much like yourself, with all kinds of life pressures, workload to balance, and daily stressors.
It makes our jobs easier knowing you appreciate our efforts and value our time.
Be kind and remember that the brevity of email, while efficient, doesn’t do much to convey tone or attitude. Be generous with the emojis and animated gifs, they brighten our day :)
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