Your Goal is to Make the Client Happy and Satisfied
Please read this How to Keep Communication Alive and Well first.
In support you will find two main types of requests.
- Technical
- Queries
- Content
TECHNICAL
Technical Requests fall into two (2) categories;
1. Issues - this is where the customer believes that there is a problem with their website or content management system (CMS).
2.Requests - this is where the customer is requesting a change to their website, CMS features or DNS updates.
Generally Technical Tickets Consists of:
Click on any of the links above to learn how to handle these requests.
Also check out
Queries
Queries are very straight forward and can also be put into categories;
1. Website - is when a customer wishes to get some information about their website - eg. Is my website SEO Optimised?
2. Marketing - is when a customer is requesting information on what marketing strategies we have implemented for them.
3. Usage - is when a customer wants to know how to do something on their website or in their CMS.
Here is a guide to help you handle these types of tickets:
How To Respond To Client Queries.
Content
Content requests are requests that have to do with;
1. Add new content (i.e blogs, products, etc) to a website.
2. Removing content from a website.
3. Updating content on a website.
Read our guides on How to properly update website Content to learn more on how to do this.