{"id":6820,"date":"2017-03-14T17:17:02","date_gmt":"2017-03-14T17:17:02","guid":{"rendered":"http:\/\/intercom.com\/blog\/?p=6820"},"modified":"2020-07-30T12:59:07","modified_gmt":"2020-07-30T11:59:07","slug":"talking-tech-with-non-tech-people","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/talking-tech-with-non-tech-people\/","title":{"rendered":"Talking tech with non tech people"},"content":{"rendered":"<p class=\"opening_paragraph\">Explaining complex software to customers who may not have a technical background certainly has its challenges. Frustration for both parties is just one misinterpreted comment away. That\u2019s why it\u2019s really important to get it right every time.<\/p>\n<p>We have developers at our company and we have customers, and as a senior lead on our customer support team, I sit right in between them. An analogy I sometimes use is that I\u2019m like an API between our developers and our customers.<\/p>\n<p>But for a lot of people out there it\u2019s necessary to explain what an API is. I have a very technical background, but how do I go about explaining what an API is to someone who might not? How are you supposed to talk tech with non tech people?<\/p>\n<p>There\u2019s a big difference between knowing something and being able to explain it to someone else. Since I\u2019ve been doing the explaining part every day for the past few years, I\u2019ve come up with four tips that are important when talking technical with someone who may not have the same technical background and skill set.<\/p>\n<h2 id=\"dont-assume-anything\">Don\u2019t assume anything<\/h2>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2017\/03\/The-danger-of-assumptions.jpg\" alt=\"Bad assumptions lead to worse results\" \/><\/p>\n<p>Bad assumptions lead to you sleeping outside in the mountains. When you\u2019re talking to your customers, you can\u2019t assume they know everything and are as smart as Einstein. Equally, you can\u2019t assume they only know as much as <a href=\"https:\/\/en.wikipedia.org\/wiki\/Nick_Lachey\">Nick Lachey<\/a>.<\/p>\n<p>When you get a customer query in, you know nothing about that customer. It helps to use software that gives you a bunch of <a href=\"https:\/\/www.intercom.com\/blog\/customer-intelligence\" target=\"_blank\" rel=\"noopener noreferrer\">customer data<\/a> along with the query. Knowing her job title, how long she\u2019s used your product, and how much she pays you, will help you know how you should communicate with her. Being able to look at past conversations is also valuable, as you have to assume less about your customer. Luckily <a href=\"https:\/\/www.intercom.com\/blog\/inbox\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom provides all of that for you<\/a>, which is one of the many reasons we use Intercom to provide support for Intercom.<\/p>\n<h2 id=\"language-is-important\">Language is important<\/h2>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2017\/03\/Words-Matter.jpg\" alt=\"Don't scare users with the wrong language\" \/><\/p>\n<p>If this was the first image in this post, most of you would have assumed it wasn\u2019t for you. You can scare people away with the wrong language. If you send a customer a response using the wrong language, the entire response gets lost on them \u2013 no matter how useful the information it contains. It\u2019s important to strike the right balance between clarity and brevity when responding to a customer. If you\u2019re <a href=\"https:\/\/www.intercom.com\/blog\/live-chat\">talking to a customer<\/a> about a problem with their database, you can bring up their Mongo perf or you can talk about how quickly their site loads. You can see that even though you\u2019re referring to the same thing, they look and sound very different to a customer.<\/p>\n<h2 id=\"be-able-to-explain-things-in-multiple-ways\">Be able to explain things in multiple ways<\/h2>\n<p>We\u2019ve all played Pictionary with someone who draws&#8230;<br \/>\n<img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2014\/12\/Screenshot-2014-12-08-17.15.05.png\" alt=\"\" \/><br \/>\nYou don\u2019t know what it is so you guess \u201cbird?\u201d. Then they draw&#8230;<br \/>\n<img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2014\/12\/Screenshot-2014-12-08-17.09.58.png\" alt=\"\" \/><br \/>\nYou hesitantly guess \u201cupside-down bird?\u201d. So they once again draw&#8230;<br \/>\n<img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2014\/12\/Screenshot-2014-12-08-17.15.05.png\" alt=\"\" \/><br \/>\nYou just stare at them like an idiot until they rip off the top sheet of paper and start with a completely blank slate, only to draw&#8230;<br \/>\n<img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2014\/12\/Screenshot-2014-12-08-17.15.05.png\" alt=\"\" \/><br \/>\nThen you quit the game, because they are the worst at Pictionary.<\/p>\n<p>You definitely don\u2019t want to make your customers feel like that. When you\u2019re talking to them, it\u2019s important to be able to explain something in more than one way.<\/p>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2017\/03\/Talking_Tech_With_Non_Tech_People_Inline_05.png\" alt=\"It's important to be able to explain things in different ways\" \/><\/p>\n<p>You should be able to offer up answers in a bunch of different formats and places; like a numbered list, emails with images and gifs, a phone call, or directing them to your help documentation. Different things resonate with different people.<\/p>\n<h2 id=\"think-like-the-customer\">Think like the customer<\/h2>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2017\/03\/Think-like-the-customer.jpg\" \/><br \/>\nWhen a customer asks you a question like \u201cWhere do I go to set up a new email to my customers?\u201d, you have to appreciate that question actually lives inside a workflow of questions. It\u2019s going to be followed by questions like \u201cCan I use my own theme or templates?\u201d, \u201cCan I change the from address?\u201d, \u201cHow will I see my results?\u201d, and many other questions. So when you answer the customer\u2019s initial question, don\u2019t just answer the question they asked. You should also include answers to some of the follow up questions you know they are inevitably going to have.<\/p>\n<p>Work hard to\u00a0drop assumptions,\u00a0<a href=\"https:\/\/www.intercom.com\/blog\/how-to-uncover-the-why\/\" target=\"_blank\" rel=\"noopener noreferrer\">understand what your customer is asking<\/a>, give answers that will be understood and you&#8217;ll be better equipped to set customers up for success with your product.<\/p>\n<hr \/>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/www.intercom.com\/blog\/books\/customer-support?utm_source=ii-blog&amp;utm_medium=cta&amp;utm_campaign=201703-support-metrics&amp;utm_content=footer-text\">Want to learn more about providing amazing support? Download your copy of our latest book, <em>Intercom on Customer Support<\/em>.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Explaining complex software to customers who may not have a technical background certainly has its challenges. Frustration for both parties is just one misinterpreted comment away. That\u2019s why it\u2019s really important to get it right every&hellip;<\/p>\n","protected":false},"author":89,"featured_media":12099,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[214,206,142],"coauthors":[357],"class_list":["post-6820","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-communications","tag-customer-onboarding","tag-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Talking tech with non tech people - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Knowing something and being able to explain it well are two very different things. 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