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how to provide good tech help
- Thread starter nskkam
- Start date
Well, there are four approaches I can see:
1. Create a perfect product that won't require support.
2. Educate your customers so they can help themselves.
3. Create a "self-help" web site where customers can go for answers.
4. Hire more people to handle the telephone support.
#1 is probably out of the question.
#2 is impractical since (a) it will probably take more time than you have available and (b) the likelihood of customers coordinating their available time is pretty low.
#3 will probably take a lot of time up front but could pay off big down the line. This is the approach Oracle Support (along with many other companies) is pursuing.
#4 is probably your best bet for a short term answer.
1. Create a perfect product that won't require support.
2. Educate your customers so they can help themselves.
3. Create a "self-help" web site where customers can go for answers.
4. Hire more people to handle the telephone support.
#1 is probably out of the question.
#2 is impractical since (a) it will probably take more time than you have available and (b) the likelihood of customers coordinating their available time is pretty low.
#3 will probably take a lot of time up front but could pay off big down the line. This is the approach Oracle Support (along with many other companies) is pursuing.
#4 is probably your best bet for a short term answer.
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