I'm sure we've all been there at some point; figuratively playing tennis with a customer care agent to troubleshoot problems you're having. It's unfortunate and can be frustrating, but it's a vital part of finding a solution to your problem. The most valuable thing to both you and the support agent is time and I'm sure you don't want to be waiting on the phone for half an hour for some open ended response that might not get you where you need. If you follow some of these helpful tips, I assure you, any Customer Care team will be able to help you much more quickly.
Provide Good clear Information
Half the battle for a customer care agent is figuring out what you, our valued customer, is ultimately experiencing. Short answers like "it's broken," don't assist us well when looking for your solution. Tell us things like how it is broken, when it became broken and what happened when it wasn't broken. Here are a few examples.
"The application on my phone is not working." This response is not helpful.
"The application on my iPhone 6, is not letting me log in. It says my password is wrong but I know for a fact it is right. I logged in yesterday." This is a great response. This is one we can immediately start troubleshooting.
For services like ours, screenshots are a huge help. If you're having trouble activating the service and provide a screenshot like the one below, it takes a ton of the guess work out.
This information can help us track when things happened. Things like calls, emails, and notifications all have some form of a time stamp on them. If you can provide these in a relevant situation, we often times can narrow down when the issue occurred and it puts us one step closer to resolving your inquiry. With a time frame of the problem, we can identify if the issue is related to additional factors i.e. network outages, carrier maintenance, etc. The picture below would be a good example of receiving delayed message notifications. Notice the time stamps in the red boxes don't match.
There are tons of other things you could provide also, so don't hesitate to include anything relevant. The more info you give to your agents, the better we can help you. You'll also find you spend much less time waiting around and more time being productive!