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It frustrates me that our org chooses to hide a lot of the FAQs behind the help desk. The higher ups think this is like "white glove service", but in practice,
by dfxm12 5y ago
It frustrates me that our org chooses to hide a lot of the FAQs behind the help desk. The higher ups think this is like "white glove service", but in practice, it's so much slower for anyone who has the slightest idea about the what they're looking for, and because everyone has to go through the desk, they're sometimes overwhelmed. That leads to way more escalations than there otherwise would be (which leads to the non-higher ups having to focus more on answering tickets and less on what they're paid to do).
- mooreds 5y agoThat stinks. I like the best of both worlds: * publish as much as you can online (it's not like another page in the CMS costs you anything, really) * make it very easy and clear how to contact a human, in case the online content doesn't answer my question But I could see how implementing only one or the other would be counterproductive.