One overlooked way to connect with and help a customer is to reference the other software they use.
The tricky part here is remembering. Here are a couple ways you can work the stack-track into your CS routine.
The screenshot method
When your user shares their screen to walk through an issue, you may catch a glimpse of their OS chrome: take screenshots early and often. Right away you can determine my:
- Operating system (Mac OS X)
- Web browser (Chrome)
- Office chat (Slack)
Is this my life story? Not quite. But now I have clues to solve browser bugs (Chrome), suggest new integrations to the product team (Slack), and determine the user's technical level (Sublime and Terminal—a possible developer in this case).
The tab method
You can see here that I run on Gmail, Google Calendar, and Salesforce. Take a screenshot or just note them down.
Want to bend my ear? How about a question like this.
So, you're on gcal and salesforce. Any frustrations?