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Or the "free market" solution would be to allow those calling tech support to pay an extra $50 per hour fee for priority service with a knowledgable human
by toodlebunions 10y ago
Or the "free market" solution would be to allow those calling tech support to pay an extra $50 per hour fee for priority service with a knowledgable human
- stephengillie 10y agoThis is my employer's support model, and it works pretty well - all customers get unlimited ticket/email support, and you can upgrade to phone and live chat support for a percentage of your monthly bill. It's like the saying that 20% of your customers use 80% of your support. This way you can incentivize those customers to pay a premium for even more of the support package they obviously want. Everyone else can have the minimal support interaction they prefer.
- andyjdavis 10y agoAlthough if I encountered that as a customer I would be suspicious that the free support is being made deliberately bad to artificially drive revenue of the premium support team.