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When encountering an issue with the tool, what would be your preferred support method ?

Santa
7 replies
When encountering an issue with the tool, what would be the preferred support method within your company? Let me know why :)

Replies

Ilya Uglianitsa
I'm not sure about the method, but i can describe my preffered principle. And it's as little involvement from my side as possiblle. Ideally, i want something like this 1) I encounter a problem 2) I fill a little, very little form, where i describe what happened 3) I go drink coffee 4) somebody connect to my computer 5) I get back in 30 minutes and everything is fixed I understand there are some security issues and this kinda stuff, so some tradeoffs are inevitable. But this is the ideal, worth-strive-for experience i would really like. Honestly, i hate to communicate with tech support. Especially the "please provide us..." part. Dude, i don't want more work, even a little. Please connect and look it up for yourself Sorry, maybe i needed to vent out a little bit 😅😅 But hope its still somewhat helpful
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Santa
@ilya_uglianitsa Thanks for your input! :) Did you mean like 'report a problem' type of option instead of an actual form, which would also send the required background information to support teams?
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Ilya Uglianitsa
@santalo yeah, something like this. The main point is that the support team has all the information they need from the start. Like, sometimes, when the support team ask you something, you don't know where to find it. For example, they ask for some technical detail, but you are a marketer, not a developer. And it can start a 10-15 messages email chain, where you are trying to find the needed information within the company. Which is time consuming, at least. So yeah, i think sending a lot of background information can be somewhat of a solution, and improve the customer experience. If its not compromising security, of course
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Joanne Hurley
It really depends on the tool. I do like self-help materials but in a very complex tool, after trying all available materials, a chat or a video call so I don't waste any more time. I actually added a live demo function to the app I'm working on after pulling my hair out at other complicated tools where I just couldn't move forward.
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Witt Teo
If I were to encounter an issue with a tool, my preferred method of support would depend on the specific circumstances and the resources available to me. In general, I would first try to troubleshoot the issue on my own by consulting the tool's documentation or online support resources. If that did not resolve the issue, I would consider reaching out to the tool's support team or community forums for assistance. Ultimately, my goal would be to find a solution to the issue as quickly and efficiently as possible.
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