Support Requests: Suggestion for Improved Customer Satisfaction


(Bob) #1

Continuing the discussion from Rule Machine Version 1.9 Released:

Okay, fair enough. But a suggestion… add a statement in the mobile app Support dialog that says something like, “By submitting this trouble ticket I am granting permission for authorized SmartThings personnel to access my account for the purpose of resolving or further identifying my issue.” I’m sure your lawyers can spin appropriate verbiage.

This single change would cost ST nothing and aid immeasurably in customer satisfaction.

(Jason "The Enabler" as deemed so by @Smart) #2

This is so true. It really is kind of a waste of time to ask a person if you can help them after they have contacted you for help.

I’ve started adding ,“you have my permission to access my account and do what must be done for resolution” at the end of my emails n

(The fish is still dead.) #3

I’ve been doing this for a long time as well. It definitely cuts down on the time it takes for someone to look at your issue.

(Tim Slagle) #4

We like explicit choosing, so, what if we added a check box with similar verbiage?

Not promising anything but I think this is a good middle ground.

(Bob) #5

Haha, I know! I open support tickets so infrequently that I forget that’s always the first question. Then I kick myself for not anticipating it.

(Tolik) #6

I completely agree with this. I sometimes need to troubleshoot user issues with workstations and will always ask user for permission first. Even though I have full access to company computers.

With that said… I have also started adding a “I give full permission to access my hub” statement when sending in support tickets.