Tech Jargon. When To Use It In Customer Support
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Time to read 4 min
It's no secret that tech jargon is often overused. It shares similarities with corporate jargon. By that, I mean it should be used only when appropriate and when the person you're speaking with understands and speaks the same language.
When I first started out as a Customer Support agent, I found myself having difficulty connecting with and understanding some of the customers. Some were developers, others were users who had used the platform a lot longer than I had and therefore often knew a lot more about it. This caused a lack of confidence in my abilities and in-turn, a lack of trust. That makes sense - after all who wants to be supported by someone who doesn't understand what you're saying?
Now, let's flip it. Would you want to be supported by someone who uses terminology that goes right over your head? Most likely not. While it may sound like the person agent you're speaking with is confident or knows what they're talking about, I have always believed in this:
"If the person cannot explain the issue in language a child could understand, then perhaps they don't fully understand the issue."
This works both ways in a Customer Support conversation. Let's focus on the side of a Customer Support agent.
When a conversation with a customer begins, do not immediately jump in to technical language.
Ask probing questions without the jargon.
For example:
- How long has this been happening?
- When did you first notice it happening?
Now, let's start to get a view of their technical abilities:
- What browser are you using?
- What devices have you tested this on?
- Have you been able to test on a different internet connection / network?
The answers to these simple questions will allow you to get a partial assessment of a customers' abilities. At least the answers should be enough to help you decide on what phrasing you should use going forward.
For example:
Customer: The browser? I'm using Chrome Explorer.
If a customer believes they're using a non-existent browser like this, we may need to ask them to describe the "image/icon they clicked" to "open the internet" on their device.
It's important to gauge the (technical) skills of the person you're speaking with. Right now, we're going to assume it's a customer who may not be technically literate.
Generally speaking there are subtle cues we can pick up on to get a rough idea of their skillset.
There's some obvious signs such as not knowing what a browser is, or not being able to clear cache and cookies, or perhaps they're unable to send you a screenshot.
These are obvious signs we can pick up on easily, but what about the more subtle signs?
Think about a time where you were attempting to help someone. Maybe you were dragging out the conversation, or after a lengthy delay you asked "...and you mentioned you tried restarting your device already? Still looking in to this for you. Thanks for your patience."
This type of situation I've found myself in in the past was essentially me struggling and lacking in any confidence. It was extremely obvious. There were times where the customer had asked if there was anyone I could escalate the issue to as I was taking a long time.
Those were the clues above.
- Taking a long time to provide an update or response
- Repeated requests for information
- Generic responses - often seen as canned responses not addressing the issue at hand.
If the customer answers confidently and expands on their answers by detailing further steps they've taken, then that's great. You can start to use increasingly more technical language.
The key to a great support interaction is understanding. If you and the customer understand each other, you have the foundations to a great conversation that will build a sense of trust within the customer.
A Chrome Explorer icon concept
Confusion in Customer Support
The customer is asking a technical question. I understand some of the words they're saying, but the way they're speaking and the order in which they're using these words is confusing me.
Ever been in this position? I have, many times.
The customer immediately started our conversation and they may have been better off speaking Klingon.
I don't remember much of what was said in the most recent instance, but this probably wasn't too far off of it:
"Let's leverage synergistic blockchain paradigms to optimise our quantum-computing-driven neural network architecture for hyper-dimensional data processing, ensuring maximum scalability and interoperability within the distributed ledger ecosystem."
Okay, I made all of that up, and I don't think it actually means anything.
When I find myself in this situation, what should I do?
- Slowly close my laptop and back away from the desk?
- Check if there's smoke coming from my ears?
- Accidentally trip over the modem cable?
- Ask the W questions
Asking the W questions is definitely the best way to proceed. We want the customer to break down their query in to layman's terms that a layperson like myself can understand and make sense of.
Let's pretend the customer is simply assuming they're connecting to a chat with a highly technical support agent, or the perhaps the customer is expecting the agent to be on the same level as them. How can I, the agent, get an understanding of the issue without compromising the quality of the interaction and without aiding the customer in losing confidence in my abilities?
The three W's...and one H
What are they?
- What
- When
- Where
- How
Asking probing questions with these simple words allows us to get a simpler understanding of the issue at-hand.
Examples:
- Can you tell me how I can go about replicating the problem?
- What steps did you take resulting in that error appearing on-screen?
- Where on your website is this error appearing?
- When did you first notice this happening?
Bonus question: May I ask you to screen-record (full-screen) the steps you're taking which results in this error?
Screen recordings are better than screenshots when you need to gain an understanding of exactly what a customer is doing. It allows you to see their URL address bar, and what buttons they may be clicking, empowering you to provide more educated assistance.
In conclusion, effective communication in tech support is crucial for building trust and resolving issues efficiently. By avoiding jargon, asking the right questions, and fostering understanding, support agents can enhance customer satisfaction and create meaningful connections. Embrace simplicity in your communications to truly excel in your role.
