which one a Technical Support or Help Desk

Sun Mar 4 02:24:05 UTC 2012

A newsgroup I used to read a decade back used to call it "helldesk"

But seriously, live humans with whatever location or accent, answering
an actual phone, are the costliest sort of ticket an ISP has to
handle.

The focus needs to be on providing the customer enough self help
tools, wikis, user forums, email support, IVR .. before they even need
to phone your helpdesk and have a human open or work a ticket for
them.

It is that or watch your margins get shredded due to spiraling support costs.

--srs

On 3/3/12, Jeff Kell <jeff-kell at utc.edu> wrote:
> On 3/3/2012 10:57 AM, Faisal Imtiaz wrote:
>>
>>> Especially if a human answers promptly without a horrible accent...
>>>
>>> Jeff
>> Like a heavy Southern Drawl ?
>
> Oh yeah, y'all :)
>
> The major point was a "human" answering, at least my home ISP (Charter)
> has this unbearable voice response... in annoyingly perfect English,
> although there is a Spanish option when it first starts :)
>
> If you have humans answering, you can call them anything you like,
> you're ahead of the curve.  If not, "it" is going to be called all sorts
> of things, and Technical Support or Helpdesk is not among the options
> that come to mind...
>
> Jeff
>
>

-- 
Suresh Ramasubramanian (ops.lists at gmail.com)