Troubleshooting Website Issues: A Customer Information Checklist

Written By Courtney

Encountering website issues can be frustrating for both customers and businesses. To quickly and efficiently resolve these problems, it's essential to gather the right information from customers. By following this simple checklist, you can ensure that your web support team has all the necessary details to diagnose and address the issue effectively:

  1. Clear Description of the Issue: Ask customers to provide a concise description of the problem they are experiencing, including any error messages or unusual behaviors they've encountered. The more specific the description, the easier it will be to identify the root cause.

  2. Steps to Reproduce the Issue: Request that customers outline the exact steps they took before encountering the issue. This information helps your team replicate the problem, making troubleshooting more accurate and efficient.

  3. Device and Browser Details: Collect information about the device (desktop, mobile, tablet) and the browser (Chrome, Firefox, Safari) the customer was using. Compatibility issues can arise based on different devices and browsers, so having this information helps isolate the problem.

  4. Screenshots or Videos: Encourage customers to capture screenshots or record videos that demonstrate the issue. Visual evidence provides valuable context and assists in understanding and resolving the problem.

  5. Date and Time of the Incident: Request the date and time when the issue occurred. This allows your website support team to review system activity during that period, aiding in identifying any system-related factors contributing to the issue.

  6. Contact Information: Ensure customers provide their contact details, such as name, email address, or phone number. This allows your team to follow up with customers, provide updates on the status of their reported issue, and maintain effective communication.

By efficiently collecting information about the issue, steps to reproduce it, device and browser details, screenshots or videos, the date and time of the incident, and contact information, you empower your web support team to address website issues promptly and enhance the overall user experience.

Remember, proactive communication and timely troubleshooting lead to improved customer satisfaction and a smoother browsing experience for all.

troubleshooting website issues: a customer information checklist
Courtney

Courtney is the Marketing and Events Manager at The Phoenix Taproom & Kitchen, where she combines her organizational expertise and creative vision to craft unforgettable experiences. From planning and executing seamless events to building marketing strategies that resonate with the local community, Courtney is passionate about making The Phoenix a cornerstone of Eau Claire's social and dining scene.

With a keen eye for detail and a knack for fostering meaningful connections, Courtney excels at driving brand visibility and community engagement. She thrives on creating impactful campaigns and events that celebrate the unique spirit of The Phoenix while enhancing its reputation as Eau Claire’s go-to destination for elevated food, drink, and hospitality.

Outside of her professional role, Courtney remains an advocate for animal welfare, dedicating her free time to volunteering with rescue organizations. Inspired by her own rescue dog, Margo, she’s committed to making a difference for animals in need.

Whether she’s streamlining processes at work or lending a helping hand to local rescues, Courtney approaches every opportunity with passion, purpose, and positivity.

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