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One support team I used to work with prioritized "first touch resolution" for email cases as well, so the agents would answer every case with a 16-page DYI flow
by jpatokal 9y ago
One support team I used to work with prioritized "first touch resolution" for email cases as well, so the agents would answer every case with a 16-page DYI flowchart listing every single possible problem and its resolution. KPIs are hard...
- swiley 9y agoMaybe I’m weird but that’s exactly the kind of response I would want.
- fphhotchips 9y agoNo, that's documentation, and it should come with the product or, in the modern era, be available online.
- daurnimator 9y agoThat sounds great! I'm reminded of https://xkcd.com/810/ https://xkcd.com/810/
- emodendroket 9y agoGetting sent the manual doesn't sound that great to me.
- scottlamb 9y agoIt sounds pretty good to me if it inspires them to write a manual that answers the questions support gets. Most products come with a "manual" that's useless for troubleshooting.
- tonyedgecombe 9y agoMy experience is most customers can't read past the first line of a response. The idea that they can get through a 16-page flowchart seems unlikely to me. And I do sell to a mostly technical audience.