Keap support doesn’t have the best reputation.
Some might say it’s terrible even.
And personally, I’m not proud of the role I’ve played in that reputation, because I honestly think it’s unfounded and based on presumptuous assumptions (consonance alliteration ftw). More on that in a second.
I always get what I need when I connect with Keap support. Always.
I always walk away from the experience satisfied with the outcome. Always.
And now I’m going to tell you how I manage that. But first, some obligatory exposition. 🙂
In my decade+ of dealing with Keap, I’ve only been disappointed in support when I expected them to be something that they aren’t (and let’s be honest, never have been) – experts in everything having to do with everything.
Keap support don’t know everything about everything. In fact, some interactions may make us feel like they don’t even know very much about Keap. As frustrating as that may seem, that is not the reason why we have trouble getting what we need from them.
The real reason is that we already know they don’t know everything, but we go ahead and act like they do (or at least should) when we call them. No wonder we’re always mad at them.
How to Work with Keap Support
Step 1 – Don’t
We all know that Keap is not the best resource for simple how-to questions. That’s not to disrespect Keap – quite the contrary; it’s virtually impossible for an entry level employee of any company to have enough context from enough industries and businesses to be capable of giving advice on specific setup questions.
Instead of calling Keap with a question that we know they probably can’t answer, why not turn to one of the plenty of other (free) resources available to get questions about implementation, strategy, or functionality answered? There are plenty of Facebook communities teeming with business owners and seasoned experts that can provide more applicable answers in realtime.
Step 2 – Prepare
Online communities can help with just about everything when it comes to Keap, but still there is the occasional situation where the issue you’re running into can only be explained as a “bug in the software”. Most of the time, frustrated business owners will call Infusionsoft support and the first thing they say is, “There’s a bug in the software.”
That is not an effective technique. A support rep can’t do anything with that. And the minute they start to feel you getting upset or angry or frustrated, it will put them on the defensive. And a defensive support rep is an unhelpful support rep. Get ready for disappointment if that’s the route you choose.
Here is a list of things that you should have prepared before you call or join chat support:
- Your appname
- Your security details (they can’t help you if you don’t have this)
- The name and id of the affected feature (e.g. Marketing Campaign, id 123)
- The exact steps that you took that caused the issue
- The exact steps that you took trying to replicate the issue
- Whether you were able to replicate the issue
- Screenshots (of everything)
I like to do all of this in one shot by recording a screencapture video of me duplicating the error.
Step 3 – Empathize
As difficult as it can be to swallow your pride, empathizing with the support rep will always result in a better experience. Going into the call with the understanding that the individual on the other end is not responsible for causing or fixing your issue will keep you from taking your frustration out on the rep, which, again, is simply ineffective.
But if you take that one step further, and type these exact words while the support rep is looking into the issue, that rep will go above and beyond for you:
“Thank you so much for your help. I understand this is in no way your fault, and I appreciate you taking the time to help me. If you sense any impatience or frustration, please don’t take that as frustration with you personally.”
Think about it – support reps only deal with 1 type of person – a frustrated person.
If you set yourself apart from that and recognize them as an individual, a human, and not just a cog in a bigger machine, they will make it their personal mission to help you.
Keap support aren’t perfect, but if you approach the interaction correctly, you never have to walk away from the interaction feeling like the end of the world is nigh. With a little bit of preparation and a slight mindset shift, you can get so much more out of it and end up actually satisfied with the result.
Editor’s note: If you liked this, tell the world (and Bret) on twitter.
Editor’s other note: If you’re looking for more suggestions for getting the most out of your support channels, check out the tips from this article written by another former Infusionite.