What are some effective ways to help a customer experiencing technology barriers?

Identifying the barrier first off all is key. I would say ask for a meeting; it can be virtual where the customer can expressly explain the barrier and even show you by sharing their screen if need be. Listen carefully, asking open-ended questions and questions re-affirming and re-phrasing what the customer has described just to be sure you completely understand them and to confirm that you’re both on the same page. Then it is important to explain the barrier using non- technical terms, using everyday scenarios and life illustrations to drive your point.

In my opinion, we should take the following steps to enable people to use technology. 1. Understanding - We need to discover out what was preventing the person from using the technology, whether it was a lack of knowledge or a lack of hands-on experience, for example. Until we go down to the fundamental reason, it will take a long time to help the person overcome the barriers. 2. Practices: As we all know, the more we practice, the more we learn, therefore it also helps. 3. Motivation: When a person reaches a certain milestone, we must motivate him or her.

Alright, here’s the deal. When a customer hits a technical snag, we have to play the role of wizard and expert. Here’s how I do it: 1. Stay calm, cool and collected: First, breathe. If we freak out, they freak out. Channel your inner Zen master. "Alright, let's get this sorted out." Remember you are the expert, you have the tools and resources to solve. 2. Diagnose like a detective: Start asking the right questions. "So, when did this first occur? Any error messages? Any screenshots or screen recordings of the the behavior?" 3. Empathy is your best friend: Show you’re in their corner. “I totally get it. Issues like this can be a pain. But hey, we’ve got this.” Keep it light, keep it helpful, and remember: we’re here to save their day.

One thing that works for me when encountering clients that may not be tech savvy at all is to try to explain it with humor. I've managed to turn around the most hostile clients with a little bit of well-placed tongue-in-cheek humor here and there. However, that aside, everyone wants to be heard. The client is calling on you for your help. They want to be heard, listen to them. Reassurance is key, reiterating that you heard them and that you actually care. Having that "Don't worry, we'll get to the bottom of this and fix it together." attitude goes a very long way with people.

make sure the customer understand the steps. Adding a "why are we doing this" also has a benefit. check customers understanding of your instructions too.

You want to make sure your instructions are clear, and do not leave room for your client to misinterpret or question. Never go backwards on a troubleshooting step. You also never want to let your possible frustration come out. It's best to not even commiserate with your client, all of which can poison the interaction. Bad creates bad, and so forth. Don't try to technobabble your client to death either. It's always best to research what you're going to be working with. Programmers sometimes keep little rubber ducks on their desk, and the idea was the programmer would explain what their program does to the duck. If it sounds silly, or they can't describe it, they need to work on it more.

One underrated skill in Customer Support is the ability to explain technical concepts in easy terms. When giving instructions to customers, assume they do not know the tool and are not technical. Communicate each step in detail and explain why you might need some additional information for troubleshooting.

In order to understand the customer we need to know how they speak in their day to day lives, this is where listening and speaking skills come in hand, the first few lines of the conversation should be able to tell you how that person would work with you over voice. Say for example, if I had to help my sister with her issues then I may use pictures with annotations or just use the language we use to communicate on a daily if providing instructions or information..

It may take some time for the customer to fully understand and master a new technology. Be patient and understanding, and don't rush them.

Confirmation is important as once the issue has been resolved, run a few tests say two or three tests whereby it will be confirmed that the issue has been resolved. Try and also teach the customer to how that issue can be resolved if it ever happens again

Follow up and Follow through is very important Follow up to ensure that the video or step by step document that you provided was followed effectively. Confirm that there are no challenges or blockers, questions or concerns in implementation the guide you provided. Follow through to verify that the guide you send them actually resolved the issue or solved the problem. If it did, document the issue, root cause and resolution process for ease of reference

I always try to do a once over after everything is tested and confirmed resolved. I will verbally go through everything we did, step by step, ensuring we're all on the same page. I tend to pull in previous parts of the conversation for reference to ensure they're not just blindly agreeing almost as a test to make sure they're paying attention.

It's always good to touch base with the client before closing their ticket. I've had countless tickets come back at me for seemingly simple fixes that turned out to be symptoms of a bigger issue. Making clear and concise work notes in your tickets not only helps you keep track of your work, but also helps your future co-workers in case they run into a similar issue. Far too long I've gone searching through a ticketing system for a previous ticket to get an idea of how to handle a problem only to find a long email chain about it and then "Fixed!" with no explanation how.

This is one thing that i never forget to do, show trough images or videos, evidences that the barrier has been solved. One simple print can be better than many words.

Whenever you have a extra bit of resources for anything as workaround let customer know so keep those things handy when times like outage eventually save lot of time of engineers on floor.

As they say; "Give someone a fish, they eat for a day. Teach them to fish, they eat for the rest of their life." I find it's good to show clients simple fixes and preventative measures they can take to make their, and my life easier. This goes toward cybersecurity principles even. Engaging in conversations with co-workers, bringing up topics in group chats, enforcing password and security policies, even though they're annoying and they have to keep logging in every time.

Providing additional resources is also important. It would reduce the possibility of more challenges in the future as the customer would already have tools and materials to refer to. It reduces the multiplicity of challenges, increases your productivity and you can support more customers in shorter time frames

Pour aider un client face à des barrières technologiques, proposez des ressources complémentaires accessibles à tout moment. Envoyez des liens, guides, tutoriels, FAQ ou vidéos expliquant l'utilisation du produit ou la résolution de problèmes courants. Invitez-les à rejoindre des communautés en ligne, forums ou webinaires pour apprendre d'autres utilisateurs ou experts. Informez-les également sur comment vous contacter ou contacter votre équipe pour plus d'assistance ou de soutien. Cette approche encourage l'autonomie du client tout en lui assurant un filet de sécurité via votre support continu.

Make the client/customer feel like they’re a part of the solution and not the problem. Do not talk down to them. Make them feel like their input is super valuable to the solution.

Having mini training sessions with relevant stakeholders in the team would really help so that they can in turn teach others. This would increase the team’s knowledge and technical capabilities

I have used a 'plus one' philosophy in the past. Meaning delivering tips or updates the client may find useful but wasn't necessarily calling about. Obviously you need to read the room and this is not always possible to do but I have found customers appreciate those extra nuggets along the way.

Pour aider un client face à des barrières technologiques, misez sur son autonomisation en partageant astuces, bonnes pratiques et recommandations pour entretenir, mettre à jour ou optimiser matériel, logiciel ou connexion internet. Informez-le également sur les nouvelles fonctionnalités, mises à jour ou changements impactant l'usage du produit ou service. Encouragez-le à partager retours, suggestions ou idées d'amélioration. Ce soutien proactif non seulement résout les problèmes actuels mais prévient également les obstacles futurs, renfor?ant ainsi l'expérience utilisateur globale.

Building a very good relationship with my customers is my goal, this is a must! Likely to be the easiest step. I personally try to bring my customers as close as I can to the friendly zone, it’s a win-win. In this way we can understand/learn from each other. I use to build my strategy according to the customer needs, being focused on their requests. Maintaining a very good relationship with customers long term it’s the key, not easy to maintain in my opinion. Being always honest with my customers, also considering to follow my company guidelines, is the way. Sometime you need to be the customer voice to implement some improvements/changes inside your company, that’s fine if you think would help achieving that.