How to solve user issues (and what to do if the issue is still unresolved)

Troubleshooting your Customer Service Tickets

1 - Identify the issue

Customer service needs to identify what the actual issue is. Your team will need to collect information on what the user did to trigger the issue.

For Example:

• what URL he/she used 

• what credentials were used by the user

• what course, lesson or module did he/she chose when he/she experienced the issue (and so on).

All of these questions should be asked by customer service personnel before jumping to conclusions.

2 - Provide a solution to the identified issue

Customer service personnel should resolve the issue once it has been identified.

Here are some possible user problems and their solutions:

• If the URL entered by the user is incorrect, then customer service personnel should try accessing the site with the correct URL and then inform the user accordingly.

• If the Email or Password entered by the user will not allow them to log in, customer service personnel should check that the email and password entered by the user is correct. If the user is using incorrect credentials, customer service may email the correct credentials to the user after testing them thoroughly. Here is the link on how to check user email & password in Infusionsoft : https://www.clientengagementacademy.com/knowledge/infusionsoft-how-to-get-a-client-their-correct-password

• In some cases the users can login and access the site but are unable to access a particular course or lesson or module. If such a scenario presents itself, customer service personnel should log in to Infusionsoft and check the tags that are being applied for the particular user. If all of the tags for that particular user are not applied or updated correctly, then customer service personnel should apply the tag(s) manually.

3 - Report the solution to the issue back to the user.

After detection and correction of the issue encountered by the user, customer service personnel should:

• make the user aware of the issue and why it occurred

• document the procedure followed to resolve the issue

These steps mentioned above will be very helpful to the user if he/she faces the same issue again.

4 - Next steps for an unresolved issue

After going through all the steps listed above, the issue may still be unresolved. Please have your customer service personnel contact Rohit Kumar Gupta, Project Manager, at the following email address - rohitg@clientengagementacademy.com 

Mr. Gupta will coordinate with the customer support team and provide an appropriate solution to the issue.