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Ryan, how do you handle customer support requirements on the days where everyone is out of the office? Customers who are working on Fridays like to have access
by stevoski 15y ago
Ryan, how do you handle customer support requirements on the days where everyone is out of the office? Customers who are working on Fridays like to have access to timely support.
This is what's preventing me from going 4 days a week.
- awaterz 15y agoWell they tell some users to visit Facebook in response to support questions. Unacceptable if you ask me.
- batista 15y agoIf they have enough users that don't mind it, it's perfectly acceptable. I never understood this american obsession with "customer support" anyway. In my country we almost NEVER call "customer support" for software and web services. What would they tell you? Which buttons to click?
- benackles 15y agoI never thought that was an "American obsession". If it is, you might want to borrow from those Americans. Customer Support is not only a way to help users better use your product, it's also a chance to know your customer better. It's an opportunity to see through the eyes of a layman. If it's as simple as telling someone what button to push, use it as a chance to humanize your product. If it's really that simple, you both look like a genius (ok...not really) and really need to build a better FAQ.
- dmoney 15y agoYes, in my experience of tech support, I often did have to tell the user what buttons to click. I'm curious how it works in your country. What would a non-technical user do if they had a problem? What if you're a paying user of a web service and you start having a problem with it?
- batista 15y agoCheck the manual - help, and if that fails, ask a more tech-savvy friend. As a Computer Scientist, I get asked all the time, but any computer-savvy friend will do really. With the exception of disruptions of service, 99% of such problems are on the client side. Come to think of it, one reason is that most software companies don't provide call centers and tech support in my country/language anyway (with a few exceptions, like MS, Adobe and of course the enterprisey stuff), and calling abroad would incur some major costs, especially if you are put in waiting. So, we learned not to rely on technical support at all.
- stevoski 15y agoActually it should be an obsession not from the customer but from the company. People like quick, helpful responses when they are stuck due to a bug or confusing feature or a payment issue. Companies that obsess over support benefit from it.
- Tloewald 15y agoThey don't necessarily have to work the same 4d week.
- ryancarson 15y agoOur Support Team works 7 days a week right now. Full time M-Th and then three hours on each day between (F,S,S). We're going to hire more support folks so we can start rotating the Team and give them true 4-day weeks.