For example,
Q: I switched from AV mode to HDMI mode on my PS3 and now I am not getting any video output, how can I get video again?
A: You can simply hold on to the power button for 6 seconds when the PS3 is powering up and you will see the green light blink once. Once the light blinks, let go of the power button. Now, you should be getting a prompt message telling you to reset your video settings and you can select yes.
Q: I bought a new XBOX 360 game, but when I put the game into the system, it doesn't read the game. What should I do?
A: First of all, please make sure that your game console is on the latest dashboard update. If it's not on the latest dashboard then you can connect to XBOX Live and download the update and install it before you can play the game.
*Here are some sample questions that customers may ask over the phone and our tech supporter will give the following feedback instructions to solve the caller's problems
That's a smart idea for helping customers to solve problems. It saves customers time and still can help them. Some people are lazy to drive to a store and fix their game console, so they just put those machines at home forever and they cannot use it anymore. Your phone technical support will save a lot of lazy peoples time.
ReplyDeleteThis is smart. People are always searching for answers for problems that they may have, but once they go to your site they can have all the answers needed that they may need. Also, having a over-the-phone service is also very smart. Are there going to be several on-call assistants? How long will the phone wait be?
ReplyDeleteMajority people are lazy finding answers by themselves. I was working in IT call center before, and 90% of people still call for whatever problem they met as the first reaction even though there are a lot of Q/A on the website. My experience is, people freak out whenever their technology products have problem, and they want immediate help (no more than 15mins). Also, it takes time for people to verify the problem by themselves to find the answers.
ReplyDeleteThis is a great idea. One thing you may want to include is emailing the dialogue to the customer or potential customer. If the customer has this information readily available, it would serve as a constant reminder of the valuable service received.
ReplyDeleteGreat idea. I had the same issue with my PS3 and no video output. It would have been a lot easier to call your hypothetical store instead of spending 30 minutes on the forums trying different suggestions. I think it would be a great idea to put the most frequently asked questions on your website.
ReplyDeleteThat’s an amazing kind of strategy. I consider that, help customers who do not have membership or contract, will really provide you a high-quality reputation and relationship with customers.
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