An observation about tech support.
One
thing I’ve realized about providing tech support is that most people
who have a problem have no idea how to document the problem. This isn’t
their fault, it’s our fault. They’ll say something like “I can’t login.
Can you please fix this?” or “My client can’t see a project. Do you
have any idea why?”
This is a challenging dilemma. It almost
always causes anxiety on both ends. On their end, confusion and a sense
of hopelessness. On our end, a lack of information necessary to
diagnose and correct the problem. When someone doesn’t send enough
information, I know I’m in for at least one or two more email exchanges
before the customer is satisfied. This is potentially time consuming
and resource intensive. [Signal vs. Noise]