3 ms·

x% of support requests are of questionable nature - to mention just a few categories: * people expecting to use a sophisticated tool (for doing complex busines

x% of support requests are of questionable nature - to mention just a few categories: * people expecting to use a sophisticated tool (for doing complex business processes requiring special know-how) without paying for and spending time on adequate training) * people unwilling to RTFM, google, youtube, etc. * people whining when a general purpose tool doesn’t fit their exact workflow to a tee

ddingus 6y ago
Those are all sales and service opportunities, BTW. Back in my support role for higher end software, I flat out hit numbers comparable to sales and generated a ton of great leads. Fact is, people do what they do and they have their reasons. Judging them and acting on that judgement by marginalizing an important and necessary part of the process has a higher net cost to the world, and often the enterprise, than just doing those things reasonably does. Net happiness goes up too. True for the enterprise and users, people at large.
- noizejoy 6y ago
  Not all sales and service opportunities have positive ROI
  - ddingus 6y ago
    There are no free lunches. Expecting otherwise is a very good sign the enterprise is penny wise, pound foolish.
    - noizejoy 6y ago
      Not every business environment is captured by grand sweeping general statements. Reality is a lot more nuanced than that.
      - ddingus 6y ago
        Precisely. And the fact is, enterprises seeing to make every support transaction a positive ROI are, in fact and in deed, penny wise and pound foolish. They will see an opportunity cost due to missed sales opportunity. They will see greater load due to people using an inferior process and poorly empowered people, repeatedly. They will see a diminished overall market perception. Their products will provide less value due to a greater misalignment with both exiating and potential users needs, which drive perception of value, which drives more dollars. Personally, having been on all sides of this matter, I rank what we are discussing at the very top when considering who I will buy from and or work with. Flat out, when I see enterprises putting seriously crazy amounts of money in the bank, I accept zero excuses in this regard. It is not necessary. Lives are short, money hard to come by. Best get solid value for the dollar.
        noizejoy 6y ago
        I generally agree with your arguments when the customers are medium to large businesses - and I assume that’s where your experience is. In the consumer and small business space the dynamics are very different.
        ddingus 6y ago
        Been there. They aren't. Some of the mechanics vary, but good service does not. Right now, I am in the small business space and rock solid support is how we are killing it. Been there, very large, small, medium, consumer, b2b... Don't tell me it can't or should not be done when billions land in accounts free and clear. It can. Should. I spend with those who get that first and foremost.
        noizejoy 6y ago
        Maybe you should quit your current career arc and help companies change their attitude and thus unearth extra billions in profits? And I don’t mean that cynically - since if it’s as easy and guaranteed profitable as you say, why wouldn’t you be able to convince numerous CEOs to unearth all of those extra billions?

ddingus 6y ago

Those are all sales and service opportunities, BTW. Back in my support role for higher end software, I flat out hit numbers comparable to sales and generated a ton of great leads. Fact is, people do what they do and they have their reasons. Judging them and acting on that judgement by marginalizing an important and necessary part of the process has a higher net cost to the world, and often the enterprise, than just doing those things reasonably does. Net happiness goes up too. True for the enterprise and users, people at large.

noizejoy 6y ago
Not all sales and service opportunities have positive ROI
- ddingus 6y ago
  There are no free lunches. Expecting otherwise is a very good sign the enterprise is penny wise, pound foolish.
  - noizejoy 6y ago
    Not every business environment is captured by grand sweeping general statements. Reality is a lot more nuanced than that.
    - ddingus 6y ago
      Precisely. And the fact is, enterprises seeing to make every support transaction a positive ROI are, in fact and in deed, penny wise and pound foolish. They will see an opportunity cost due to missed sales opportunity. They will see greater load due to people using an inferior process and poorly empowered people, repeatedly. They will see a diminished overall market perception. Their products will provide less value due to a greater misalignment with both exiating and potential users needs, which drive perception of value, which drives more dollars. Personally, having been on all sides of this matter, I rank what we are discussing at the very top when considering who I will buy from and or work with. Flat out, when I see enterprises putting seriously crazy amounts of money in the bank, I accept zero excuses in this regard. It is not necessary. Lives are short, money hard to come by. Best get solid value for the dollar.
      - noizejoy 6y ago
        I generally agree with your arguments when the customers are medium to large businesses - and I assume that’s where your experience is. In the consumer and small business space the dynamics are very different.
        ddingus 6y ago
        Been there. They aren't. Some of the mechanics vary, but good service does not. Right now, I am in the small business space and rock solid support is how we are killing it. Been there, very large, small, medium, consumer, b2b... Don't tell me it can't or should not be done when billions land in accounts free and clear. It can. Should. I spend with those who get that first and foremost.
        noizejoy 6y ago
        Maybe you should quit your current career arc and help companies change their attitude and thus unearth extra billions in profits? And I don’t mean that cynically - since if it’s as easy and guaranteed profitable as you say, why wouldn’t you be able to convince numerous CEOs to unearth all of those extra billions?