4 ms·

Well they tell some users to visit Facebook in response to support questions. Unacceptable if you ask me.

by awaterz 14y ago

batista 14y ago
If 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 14y ago
  I 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 14y ago
  Yes, 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 14y ago
    Check 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 14y ago
  Actually 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.

Well they tell some users to visit Facebook in response to support questions. Unacceptable if you ask me.

by awaterz 14y ago

Well they tell some users to visit Facebook in response to support questions. Unacceptable if you ask me.

If 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 14y ago
I 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 14y ago
Yes, 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 14y ago
  Check 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 14y ago
Actually 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.