I would hardly say it's supports job to focus on one thing at at time.
Most people that reach out to support are calling about a specific question or problem. Yes therapy calls do happen. They're not terribly common, but you'll hear about them because they are funny/egregious examples.
When a customer calls about their 1 thing, I can definitely look up the 1 answer or do the 1 fix for them. This is bad support though.
A good support team will listen to that customer, understand what they're needs are and fix that thing while make sure they are set up for success in the future. This means I'm checking different account/user statuses, feature usage, and billing history. I dot his while talking to them, but never letting them know I do this.
If I can understand their 1 question AND know who they are holistically, I can set them up for success and prevent more support tickets down the road.
If you've ever had a user or a profile sent to you in a bad/extreme state, you can bet that a series of 1-off support solutions could have lent to that.
Most people that reach out to support are calling about a specific question or problem. Yes therapy calls do happen. They're not terribly common, but you'll hear about them because they are funny/egregious examples.
When a customer calls about their 1 thing, I can definitely look up the 1 answer or do the 1 fix for them. This is bad support though.
A good support team will listen to that customer, understand what they're needs are and fix that thing while make sure they are set up for success in the future. This means I'm checking different account/user statuses, feature usage, and billing history. I dot his while talking to them, but never letting them know I do this.
If I can understand their 1 question AND know who they are holistically, I can set them up for success and prevent more support tickets down the road.
If you've ever had a user or a profile sent to you in a bad/extreme state, you can bet that a series of 1-off support solutions could have lent to that.