Building, designing, and launching a store is a busy process! We will be there for you through it all, well after the store is launched. BrightStores genuinely cares about our Distributors and End User Clients, and as simple or robust as our Store Solutions can be, we understand it can be a learning curve at some points. That’s where our knowledgeable Support Team comes in! In this blog, Akhil and Cristin share more about their roles at BrightStores and how they can help you.
What is your favorite part about working in Support?
Akhil: Being able to find a resolution on complex issues or providing work-arounds to benefit the distributor.
Cristin: My favorite part about working in Support is working closely with our clients to find quick solutions. Most of the time, I am able to just point folks in the right direction, and it’s rewarding for me to hear the ‘AHA!’ from clients when the puzzle piece they were searching for ‘clicks’.
How did you get into Support and start working at BrightStores? How long have you been with the company?
Akhil: I’ve been in customer/technical support roles for most of my professional career and have been with Bright Stores roughly four years and eleven months – five years in December!
Cristin: I’ve been with BrightStores for about six months. Most of my prior support experience was gained working closely with Mom & Pop shops helping to build out their e-commerce stores. The opportunity to work with BrightStores was very exciting to me, because I would be learning several new software programs, and specialize in troubleshooting on those platforms.
Walk us through the process on your end. From beginning to end, what does working with a client typically look like?
Akhil: Once we have the ticket/chat/call, we’ll review the question or issue they’re presenting. If needed, we’ll ask for more information, and otherwise we’ll follow-up with the distributor as soon as we can to provide the resolution or steps to make changes.
Cristin: There are so many possibilities with our platforms, that the key thing for me is to ask questions to ensure that I fully understand what the client needs from the software. Once that desertion is made, the rest is just guiding clients to the tools at their disposal so that they can then focus on building out their stores.
What can clients expect from you on their end? How do you help resolve their issues?
Akhil: Responsive support with providing resolutions to issues and/or providing a work-around for their questions. Ultimately, how we help depends on the issue at hand, the information we’re provided, and any supporting documents the distributor provides that help us investigate their issue or question more deeply.
Cristin: Clients can expect to have all of their questions answered. I’m a problem solver at heart, so if a client is facing some challenges when building out their store, I’m right there with them to assist in any way that I can. Sometimes it may take some research, but the Support team is a wealth of knowledge, and we’re very good at troubleshooting issues quickly.
What can the Support Team do to ensure stores are as successful as possible and is there anything clients can do to make this process run more smoothly?
Akhil: We will listen carefully to the distributor’s requirements and help them achieve their objective by providing detailed instructions on their questions and/or store configuration. The key thing a distributor can provide to make this smoother is responding and providing information we need to troubleshoot. For example – store name, error message if applicable, username or email affected, how many users are being affected, and any other information that may help us get to the root of the problem.
Cristin: When a client calls in asking for help, I usually ask them what their end goals are, or what they are trying to accomplish. It’s a very necessary part of the Support role to ensure that clients have a good understanding of what stores hosted on our platforms are capable of. Clients can assist us with this by reviewing the store functionality articles on our Support pages, as well as by reaching out to us for any additional clarification that may be needed.
What are the best resources to utilize before contacting Support?
Akhil: We definitely recommend reviewing our help center as there are many guides and tutorials that go over questions and functionality for the distributor’s store. Additionally, using the “help” widget, users can ask our “bot” questions and the bot will respond with articles that may help them.
Cristin: In general, I highly recommend our Store Launch Checklist article. While all of our support articles are fairly straightforward, the ‘Store Launch Checklist’ really makes it very easy to work down the list and ensure that all areas required in a store for a successful launch are addressed and configured for the big day.
Anything to add? Last thoughts?
Akhil: The biggest thing that we recommend from a support stand-point is: information, information, information! Any information that can be provided when a question is sent in will provide the full picture and make it more efficient for us when responding.
Cristin: I really enjoy my time with BrightStores, and continue to look forward to working with our clients. There’s something new to learn everyday.
Akhil and Cristin work so hard to keep our distributors happy and ensure they have all of the help they need! Our Support team is full of information, and can’t wait to continue assisting users with any issues.
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