4 ms·
If you were never allowed to provide tech support, in any form, what would have to change? Am I the only one who thinks that the answer to that question, f
by quanticle 4y ago
If you were never allowed to provide tech support, in any form, what would
have to change?
Am I the only one who thinks that the answer to that question, for quite a few companies, is, "Nothing. Absolutely nothing. In fact, that's pretty much what we do right now."
- deleted 4y ago[deleted]
- chii 4y agoWhat if we switched the question around: you have to provide individualized tech support for each customer? Essentially, they would get hand-holding. What would need to change?
- 8n4vidtmkvmk 4y agoI'm trying to think of how that would change the product. I would have to hire a team of folks to actually provide tech support, for sure. But the product? Would need less attention to detail because we'd always be a phone call away. Edit: Maybe I can train a ChatGPT embedding on how to use my product and force customers to use that...
- pjc50 4y agoThe support team will provide you with a set of suggestions as to how to change the product, unless you slap them down constantly.
- 8n4vidtmkvmk 4y agoThat's true. That kind of does happen actually. I let my business partner take all the calls and he sometimes asks me to change stuff based on recurring confusion.
- 082349872349872 4y agoWith high enough margins, you get customers who are willing to provide an engineer or two specifically to travel to you and learn how your product works.
- llanowarelves 4y agoThe bigger they get, the more true it is.
- smartbear 4y agoIn B2C, yes; in Enterprise B2B, it's the opposite -- you get dedicated account managers, quarterly business reviews, sometimes even weekly product reviews (we have those with our largest vendor).