- Be persistent in confirming the issue with the client.
- If there are no concurrency issues with the system, directly verify the issue using production data when necessary.
- Use the client's account and go through each step and detail that triggers the issue with them.
These days, AI can grasp the overall structure and flow of a project much faster than humans—and with fewer mistakes. That’s what I find most useful about AI!
In most cases, customers don’t mind answering questions—unless they’re unsure themselves, in which case you’ll need to investigate on your own.
Lately, we’ve found that unclear descriptions from customers are often the root of the problem. By following up with more questions, we’re usually able to clarify the issue and resolve it more efficiently.
Ultimately, don’t worry about making the customer feel like our technical knowledge is lacking. If both sides share the same goal, this approach is definitely more effective.
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