Reseller
How to Handle Customer Support as a Reseller
·6 min read
Three quarters of the messages a reseller receives are one of five questions. Preparing answers for those five gives most of the day back; the remaining quarter genuinely needs support, and that is where the time should go.
The five most common questions
| Question | Actual cause | Prepared answer |
|---|---|---|
| Channels will not open | Details typed wrong | Have them verify character by character |
| The picture freezes | Connection or Wi-Fi | Speed test and a cable suggestion |
| My account does not work | The term expired | Send the end date |
| It cuts out on the second screen | Simultaneous connections | Explain the package difference |
| Channel X is missing | The group is hidden | Have them check the group setting |
Three things to ask in the first reply
The message describing the problem almost always arrives incomplete. Asking three questions up front ends the back and forth: which device, which app, and is it one channel or all of them? Those three answers already tell you which layer the problem is in.
- 01Narrow the scope of the symptomOne channel means the source; every channel means the connection or the account. Any attempt made before drawing that line is wasted.
- 02Have the connection measuredAsk for a speed test run on the device, not the phone. Below 10 Mbit the subject is the line, not the account.
- 03Have the app restartedClosing and reopening clears a stale error held in cache. It looks trivial, but it settles a large share of incoming problems right there.
- 04Escalate what you cannot fixProblems coming from the channel source cannot be solved at reseller level. Pass on the channel name, the time and the symptom; guessing is wasted time.
When to escalate
- The same channel dropped for several customers at once
- The credentials are right but the login is refused
- The problem repeats regularly at a particular hour
- Freezing continues although the measured connection is sufficient
Response time makes more difference than resolution rate. A message saying "looking into it, I will come back this evening" loses fewer customers than a complete fix that arrives two hours later.
