Get It in Writing
by Citrix Online

The support community is quickly realizing that online support involves a significant amount of written communication. For many support organizations, email and instant messaging are fast becoming the primary methods of interacting with customers, which means that support agents must be able to effectively communicate via the written word to successfully resolve customer issues. Ineffective or inappropriate responses can take a bite out of your customer satisfaction and loyalty, not to mention agent and customer productivity.

Here are some strategies you can implement in your organization to ensure professionalism and consistency in your communications with users:

• Create a house style guide and appoint one person to manage updates and distribution. The style guide should be a one-stop shop for any writing-related question.
• Make sure that frequently-used terminology, and terms unique to your products, services, or organization, are highlighted in your style guide. The consistent use of common or unique terms will help avoid confusion and keep everyone on the same page.
• Pre-scripted messages often convey the purest and most polished message consistently. Agents can simply select the appropriate pre-scripted message when responding to users.
• Consistency with writing style is just as important as consistency with terminology. Make sure your support agents always use a professional writing style when communicating with users.

Remember that support agents act as company representatives to the outside world. Sloppy, inconsistent or unprofessional communication with customers sends a powerful negative message while clear, consistent, professional messages from agents to customers can do wonders for strengthening loyal relationships with your customers.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.