What to Do When Customers Ignore Your Instructions or FAQ
Table of Contents
What to Do When Customers Ignore Your Instructions or FAQ
Some support reps say customers rarely read the knowledge base or the replies they send. It can be draining. You share detailed steps. Customers skip them or overlook the info. Let's look at practical ways to improve how you present guidance so users actually follow it.
Our strong, secure SaaS application uses a cloud-based support desk approach with advanced security features. But even the best policies won't help if people don't read the provided instructions. Let's review proven tactics to increase the chance they'll follow your directions.
1. Format Your Instructions for Clarity
Large, unstructured paragraphs can discourage reading. Instead, break things down:
- Use short, focused paragraphs
- Numbered or bulleted steps so key actions stand out
- Bold needed warnings or important steps
Clear instructions are more likely to be read. Also test them internally. If your internal team can follow the instructions without confusion, they are probably user-friendly enough.
2. Confirm Understanding Early
Encourage a quick acknowledgment from the user. Ask if step 2 worked or if any details need clarification. It helps make sure they read your info. Plus, it keeps them engaged. For example, end your message with: "Let me know if you get stuck on step 2 or if anything is unclear." This fosters a collaborative vibe.
3. Escalate to Other Formats
If someone repeatedly fails to absorb text responses, consider a different medium. Record a quick video clip showing the steps. Or schedule a short phone call. Some people learn better audibly or visually. You can't make them read, but you can adapt to fit their learning style.
4. Make It Attention-Grabbing
Format messages for maximum visibility. Add small subheadings, highlight key warnings, and keep it brief. Many times, users get bored if the answer is too long. Also try personalizing the instructions: mention their specific request or the product they’re using. That might make them pay closer attention.
5. Encourage Self-Help with a Knowledge Base
Your knowledge base is your first line of support. Encourage users to consult it. Place it in your email signature or inside your support software's navigation. If you operate in a regulated environment, make sure the resource is secure and up to date. Remind them to check it before contacting support. This might not stop all questions, but it can reduce common ones.
6. Ask for Minimal Steps in Return
When you have to troubleshoot, keep user steps to a minimum. Ask for just enough detail to help you identify the problem. Lengthy forms or complex data requests can scare them away. Provide direct links and short instructions for every ask you make. It keeps friction low, so they’re more likely to follow through.
7. Provide a Safety Net
If customers still do not follow steps, keep your escalation path clear. A manager or advanced support agent might step in. That's where having a strong SaaS solution helps. Our help desk software logs all exchanges. This helps track unresolved cases. The advanced security features protect sensitive info, which is important if you're bound by certain regulations.
Remember, you cannot control how much a user pays attention, but you can control how you deliver the info. By simplifying your text, confirming understanding, offering alternative media, and guiding them to a well-organized knowledge base, you raise the odds they follow your instructions.
Frequently Asked Questions
1. How do I write instructions that customers actually read?
Keep them short, bulleted, or numbered. Highlight key steps. Make instructions easy to scan.
2. What if they just won't read anything at all?
Consider offering a short video demonstration or scheduling a brief call. Different formats can help.
3. Do regulations affect how we provide instructions?
Yes, it can. Make sure all support exchanges are secure and you follow privacy and data handling rules.
4. Is a phone call always better than written instructions?
Not always, but it can help if written details are repeatedly ignored. Some people learn best verbally.
5. Should we keep a record of unresolved queries?
Yes, especially in regulated environments. Tracking unresolved issues is important for compliance and quality control.
6. How can we encourage customers to use the knowledge base first?
Make it easily accessible. Keep it updated. Place links prominently in your product interface.
7. Can knowledge base articles be too long for readers?
Yes. Break them into sections. Use headings, short paragraphs, and bullet points to keep them concise.
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About The Author
Ayodesk Publishing Team led by Eugene Mi
Expert editorial collective at Ayodesk, directed by Eugene Mi, a seasoned software industry professional with deep expertise in AI and business automation. We create content that empowers businesses to harness AI technologies for competitive advantage and operational transformation.
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