How to Maximize Your Customer Support Experience with Handshake

June 18, 2015

In a recent post on Breaking Up with Paper, we discussed why we believe––in an era of self-service and auto-responders––that the human element is key to providing great customer support not just in wholesale, but also at Handshake. Indeed, in addition to the handy knowledge base that’s readily available to answer many common questions, any Handshake user can also send a request for support at, and there will always be an actual human on the other side of that request to respond. Of course, we’re also all about efficiency at Handshake––getting your questions answered as quickly and comprehensively as possible. Whether you’re experiencing a problem or just need help figuring something out, there are ways to maximize your Handshake support experience. Here are a few easy steps that will help us get you back on track faster.

How to Maximize the Customer Support Experience

1. Include a Detailed Subject Line

Be sure to include a detailed subject line that alludes to the problem or question you have. Rather than something generic like, “Help!” or “Support Request,” giving more information in your subject line can be as simple as saying, “Unable to Sync” or “How do I change pricing?” This will help a Customer Success Specialist get a quick idea of how they can solve your problem before they even open the support ticket.

2. Include the Affected Users

If you’re experiencing a problem, is it an isolated case for a specific user? Or is it a problem across the entire user base? This can give our support team context on whether it’s a device-specific issue or an account-related one, which helps us immediately begin thinking about how to solve it.

3. Be as Descriptive As Possible

A support ticket that declares simply, “It’s not working,” will always require a follow-up email to gain more context on the issue before it’s able to be solved. Be sure to give enough information up front; it really reduces the amount of back-and-forth communication required on both ends and speeds up the process. If, for example, our support team gets a request that says, “For some reason, I can’t log in, and I’m getting a message that says ‘device session error,’" we will immediately know what the problem is and how to fix it. If you’re trying to accomplish a certain process, like uploading images or adding new products, let us know. As long as we know what you’re trying to do, we can help.

4. Include Screenshots

We’ve all heard it before, and it’s true. A picture is worth a thousand words. Attaching screenshots to your support request can be a huge efficiency booster, allowing us to see what you’re seeing. To take a screenshot on an iPad, simultaneously press the home button and the power button. For web users on PCs, click here for a great overview of how to get a screenshot on Windows. For Mac users, press Command + Shift + 4 to take a screenshot.

6. Let Us Know Which Web Browser You’re Using

If you’re having issues with Handshake’s web portal, be sure to include which web browser you’re using. Handshake in particular is optimized for Chrome, Firefox, and Safari.

7. Send the Request From the Email Address Associated with the Account

While not strictly necessary, sending the email from the address associated with your Handshake account can expedite the process significantly, allowing the support team to immediately locate your user account.

8. Include the Version of Handshake and iOS You’re Running

This is another simple step that can be a big time-saver. Simply tap the ‘Sync’ button in Handshake to see the version of Handshake you’re using. To see what version of iOS you’re using on your iPad, go to Settings > General > About. Ultimately, our support team will be in contact with you for whatever support you need regardless of what you include in your request. But including just a few extra pieces of information can make a big difference in how quickly an issue can be solved!