Technical/Errors related issues
A technical issue is a problem that arises due to malfunctions, errors, or limitations within a system, software, hardware, or technical process.
These issues can result in unexpected behaviors, failures, or interruptions in performance and may require specialized troubleshooting to resolve.
Technical issues can range from minor bugs in software to complex system outages, affecting the functionality, user experience, or availability of a product or service.
Identifying, diagnosing, and fixing technical issues is essential for maintaining system reliability and ensuring optimal performance for users.
It is important to note that sometimes, users might be affected by their own connectivity or hardware. However, as customer service agents, it is important that we review and exhaust all possible reasons and solutions before making an escalation.
Identify the problem
Ask Questions: Gather specific information about the issue. What isn’t working as expected? When did the issue start? Have we announced some downtime or maintenance lately?
Replicate the Issue: Try to reproduce the problem to understand the exact symptoms. If the customer is having issues to access the withdrawal section, do the same. If the customer is having issues placing a bet, ask the bet's details and attempt to place the bet yourself.
Impact: Is this issue affecting just one user, multiple users, or the entire system?
Define Scope: Check backends, providers, supervisors or managers to make sure the issue does not come from a block on the customer. Have any recent changes been made to the site? Was there a scheduled maintenance? Has a provider contacted to let us know any product would have a downtime?
If the affected one is only the customer and you were able to perform the normal activity, then explain this to the customer.
Analyze Potential Causes and Basic Fixes
Rule Out User Error: Confirm if the issue could be due to incorrect inputs or user actions. Maybe the customer does not understand how to use the platform or missing a step.
Consider Common Causes: Advise the customer to check their internet connection. Clear cache and cookies, try a different browser or device and gather the information if the issue persists after all steps.
Restart Affected Systems: Restarting applications, devices, or the system itself often resolves temporary glitches.
Check for Updates: Make sure the system, application, or device is up to date. Sometimes issues are fixed in newer versions.
Escalate the Issue (if required)
After all troubleshooting is complete and the customer is still experiencing issues, we can now escalate the case to be further checked, whether this is done by our providers or our developers.
Gather all pertinent information along with all the troubleshooting the customer tried, screenshots or videos and send an email copying all interested departments. This way we can ensure that we are all aware of a customer that is waiting for a solution. Also, if another customer contacts due to the same issue, we can add it to the same case and avoid duplicate efforts.
More information about how to make the escalations can be checked here.
Follow up with the customer
Let the customer know that the issue was escalated and also advise the user that we do not have an estimated time frame for the case to be solved.
Be on top of any information shared so that we can follow up with the customer as soon as there is an update or an implemented solution.
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