Helping the customer manage their support budget
- Estimate task
- Keep track of hours on task
- Raise flag if a task shapes up to be much bigger
- Suggest alternative approaches when appropriate
Communication
- Don’t leave anything hanging
- Support is usually not a person’s primary full time focus so keeping the status of a card up to date is crucial.
- Whenever there’s uncertainty about what to do, provide a recommendation
- When possible, mock up what the user has asked for and share a screenshot to confirm that’s what they want
- Trello is great about adding images, so add mockups and screenshots whenever it’s relevant to the conversation