🚫 Mistake: Lengthy Back-and-Forth for FTP Access
💡 Example Mistake:
Agent: “We want to debug the issue further on your site. Please give us your FTP access.”
Customer: “What is FTP access? How do I create this?”
✅ Solution: Proactively provide necessary information when requesting FTP access to reduce back-and-forth and enhance the support experience.
💡 Example Solution: Educating Customers on FTP Access
📝 Agent Response (Solution):
To further debug the issue on your site, we’ll need FTP (File Transfer Protocol) access. This allows us to securely access your website files for troubleshooting purposes. Don’t worry if you’re unsure about creating FTP access; you can easily set it up using your hosting provider’s control panel or an FTP client. Here is a helpful blog post that guides you through the process: [Link to Blog Post on Creating FTP Access].
📚 Explanation: The Example Solution is better because:
1. It addresses concerns about what FTP is and how secure it is, questions that some customers may have.
2. It offers detailed guidance on how to create FTP access, making it easier for customers to share their website files for troubleshooting.
3. By avoiding the Example Mistake of a brief request without explanations, it reduces unnecessary back-and-forth communication and enhances your overall support experience.