How do you handle customer questions or issues that are beyond your product knowledge?

I have always found product troubleshooting on a test product helpful! Even after reading all the process documents, you can't understand the customer's frustration or demand, if you don't put yourself in their shoe. And the best way to do it is by testing it yourself. If you can experience that, your approach to solving the issue for the customer changes. And if you can ensure that you have tested the product and 100% understand what the customer means, the customer is already de-pacified and then relies on you for the solution.

When a company is in alpha and beta test phases, using service/support team members is, for me, critical. That way they can get used to the look, feel and features of the app as well as identify issues, bugs and potential use cases/contact reasons for the app. This facilitates swifter knowledge gains, troubleshooting guidelines and even self-service articles in a knowledge base. That way when the product is launched, there’s minimal drag in the business that could impact client trust.

When you com across an issue or question that you that do not know the answer to, there may not always be an easy-to-find resource that covers it. However, once you do figure out the solution or learn from a team member, it is incredibly important and rewarding to create that easy-to-find resource! This not only assures that you have something to reference in the future, but it also helps your other, future, team members!

Simply put: ask someone You will never know everything. Make sure to ask for help when needed. Someone on your team might have the information you need. Alternatively, a web search could reveal that someone else has asked the same question that you have. Let your customer know that you're researching their question and use the resources available to find the answer.

I have found it extremely helpful to lean on my team for product information I'm unsure of. I work for a company who is a distributor for a very large manufacturer and it would be impossible to know every aspect of every division in the year I've been with the company. I'm also honest with the customer and tell them that it's not something I'm overly familiar with yet but if I could place them on a brief hold, I will consult with our product expert to get them the answer they need. We are fortunate at my company to get top notch training in our product offerings and every person chooses a couple of divisions to become an expert in. I really on the wealth of knowledge coming from my coworkers and take a lot of notes!

Absolutely! Acknowledge the query. Let them know that you may need a touch more time to find the answer or the right person to answer the query. Then attempt to deliver the information in the right manner (that is probably the hardest part with new info). And if you find conflicting information or a gap in your knowledge tools, report or fill that gap.

Checking out creator content about your product can really help here! Looking at what people are sharing on social publishing platforms like YouTube and TikTok can give you perspectives on your products that might not cross your mind. Lots of folks out there producing educational and instructional content -- great learning source for everyone, not just your customers!

Staying curious has helped me learn so much about the particular product I was supporting. I came across knowledge I would have never even thought about had I not voiced my curiosity. Simply having a conversation can transform curiosity into valuable training and insight. I've been fortunate to work with industry professionals who embrace curiosity. They took time to assist me in any way they could, and even pointed me in the direction of additional resources! The phrase, "Curiosity killed the cat" seems outdated as I ponder the negative effects of silencing our own curiosity. One thing's for sure... I'm not dead yet.