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It would certainly be possible; people do it even. (I don't know of anyone targeting small companies specifically, but there's no reason why it would need to b
by lsc 17y ago
It would certainly be possible; people do it even. (I don't know of anyone targeting small companies specifically, but there's no reason why it would need to be difficult to setup.) But, it's something that is so difficult to do right that I personally am probably better off not doing it at all. /bad/ phone support, at least for my target market, is worse than none at all. (this is quite different if you target more business oriented and/or less technically oriented people.)
That's the thing about phone tech support; it's cheap and easy to do badly, and really difficult and expensive to do well. You need to look at who your customers are and decide if bad phone support is better than no phone support at all, unless you have more volume than I have and a higher margin than I have.
- stcredzero 17y agoJust a first-order filter to answer FAQ items might be worthwhile, with messages taken for callback.
- lsc 17y agoa phone faq? Really? when I hit those as a customer I assume that the company in question thinks that 1. I am illiterate and 2. my time has no value. I mean, sure, I'm a nerd and hate talking to people over the phone. But talking to a machine over the phone is even worse. The advantage of phone support is it's immediacy. if you get rid of that, you might as well eliminate the phone altogether.