Consider the following case study: A user contacts you through chat, saying they are unsuccessfully trying to access the corporate email app. You start troubleshooting and realize what the problem is. What should you do?
1) Immediately start solving the problem. After you finish, you text back, saying the problem was solved.
2) Solve the problem and ignore the user.
3) Notify the user you found the root cause of the problem and how long it will take to solve, and you will let them know when the issue is resolved.
4) Tell the user to wait.
3) Notify the user you found the root cause of the problem and how long it will take to solve, and you will let them know when the issue is resolved.
It's important to keep the user informed and manage their expectations by letting them know you have identified the problem and are working on resolving it. This helps build trust and provides transparency in the support process. Additionally, keeping the user updated on the progress can help alleviate any frustration they may be experiencing.