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"People would be calling us constantly". Would people call if they did not have a problem with your service? This is either very pessimistic or it means "lets
by zby 13y ago
"People would be calling us constantly". Would people call if they did not have a problem with your service? This is either very pessimistic or it means "lets kill the messenger".
- vacri 13y agoHaving worked in support for a long time, yes. If you set too low a bar on ease of access for support, people will call you for imagined problems that could have been sorted if they spent all of 5-10 seconds thinking about it. Support is expensive. It's certainly a necessity, unless you have unimaginable resources, but you need to temper access to it. This goes double if your target audience is the general public rather than a niche market. One classic mistake I've seen made time and time again by all sorts of companies is to think that support is free or cheap. It really isn't. It's a product unto itself.
- zby 13y agoOK - it requires some balance - but what I have often seen is that what developers think are 'imagined problems' are nuisances that can be extinguished by spending all of 5-10 minutes thinking about it :)