We've all called a support vendor that makes us talk to a robot to get help. We've all had to go through a script of questions about things we've already tried or don’t even apply to the situation, just so we can get to someone that can actually solve our problem. We've all emailed a support vendor and wondered if they are really working on our problem. These communication challenges make getting support a process that many of us dread.
Some solutions to these problems include minimizing the number of systems involved and promoting strong communication to ensure the customer knows their problem is being addressed. We start by making sure the customer can reach a real person. We make sure that automated and canned responses are minimized so it's very obvious that the person needing support is getting a response from someone and not some… thing. We try to use only one ticketing system, only one email address, and only one telephone number for support communication.
These things help but it's still just not enough. It's what happens internally within the support team that really matters. This article is meant to focus on how hand-offs and escalation affect support case resolution. This article is meant to focus on how hand-offs and escalation affect support case resolution — and how improvements can help avoid SLA violations.
More and more we're asked to deploy new solutions and products for both our internal and external customers. Recent examples include Horizon View virtual desktops, Trend Micro Deep Security, and Avamar backup. In our business, this is never going to change.
To maintain our high standards of customer service while increasing our product offerings, I like to keep in mind the three R's: Redundancy, Reliability, and Robustness. What does this technical poetry really mean?