What should you do if the customer is eligible for support but needs help with an issue?

When a customer is eligible for support and requires assistance with an issue, sending a specific article that directly addresses their problem is the most effective approach. This method not only provides the customer with relevant and targeted information but also empowers them to understand the solution deeply. By offering a specific article, the advisor helps the customer navigate the situation efficiently, saving time and potentially avoiding frustration.

Additionally, providing a specific article enhances the customer experience by demonstrating that their issue is being taken seriously and that there are documented resources available to help resolve it. This practice fosters trust and supports the customer in gaining a better understanding of their situation, resulting in a more positive interaction overall.

Other options do not provide the same level of targeted assistance. Redirecting to community forums might not guarantee a reliable solution, as those sources often contain varying levels of accuracy and can lack the authoritative guidance of official support documents. A generic troubleshooting guide may not adequately address the specifics of the customer's unique issue, leading to confusion and potentially prolonging the resolution process. Similarly, trying to solve the issue without any reference materials can result in oversight of critical information and may not foster the best learning experience for the customer.