After receiving a call from a user stating that their application is 'not working', which of the following is the MOST effective open-ended question to initially ask in order to gain a better understanding of the problem?
When did you last update the application?
What specific issues are you experiencing with the application?
Do you receive an error message when you try to launch the application?
Are you connected to the internet, and is your network stable?
The question 'What specific issues are you experiencing with the application?' is an open-ended inquiry that prompts the user to provide detailed information without implying any particular issue. It allows the user to explain their situation fully, which is essential for accurate troubleshooting. Alternative answer choices may either be too narrow in scope, leading the user towards specific issues, or they may not be open-ended, restricting the information provided.
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Why is it important to ask open-ended questions in technical support?
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