![]() One, someone logged into my account from Spain or somewhere and I got a notification I'm really hopeful for other people's opinions! Personally, I'd close your ticket and try again. That's not to say you don't get bad support that's just been my experience. Most of the places I've found really good help are places where you pay a lot of money for something: VMWare, Axcient. Where else are you going to go? (Google is pretty darned close to that position, but not quite, right?)īuilding and maintaining a helpdesk is really hard. I mean the hope is you become a company like Intuit where your position in your sector is so well protected it really doesn't matter how bad your support staff is. but I've had more who have been of the "hair how hurt" variety. I've gotten a Google support person or two who have been quite good. You may get someone who is actually pretty good. You are DESPERATE at this point.Īt this point, as a user, your experience is a guess. What's more, they often promise they need minimal documentation. ![]() Then you find out about these companies overseas that promise they can handle every call for any company for way, way, way, way less than you could ever hire anyone locally. You try and it's taking way too long because you don't really have people who know how to train well and fast and, what's more, you don't know how to find those people. ![]() But then Tier 1 is getting creamed by hundreds of "what am web" calls and those are rolling over to voicemail or Tier 2. Tier 1 for the "how do I computer" calls and Tier 2 for obscure problems. Then you realize that you have helpdesk staff of varying skill levels and you need more advanced people handling the trickier calls. (Plus, you can't tie up your developers with support call requests.) Overtime, though, you usually can hire people who are power users. I mean, you HOPE so, but not everyone is going to be at the level of a power user and you need people on the phones. Then they have to build a training program because, well, not everyone they hire off the street is necessarily going to know anything more about their product than the people calling in. Then they realize the documentation is inadequate because not everyone who contacts them thinks the same way as they do so they hire more bodies. They make videos (instead of documentation). Nevertheless, they usually start building a helpdesk at some point.Īgain, sometimes companies are short-sighted so they think they can make it lean and get by with it being small. Sometimes the companies are short-sighted and think the product or service is so easy to use that no one would ever need support, but I haven't seen that a lot (well, Apple). Often times products or services are the first thought. I've been around in IT a long time (though not nearly as long as quite a lot of people who are and aren't here) and having tried to build a help desk from scratch it all seems to be about the same.
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