I’ve long held a belief that when people use technology they don’t like to feel stupid so when asked they’ll claim they’re totally happy with a certain device or application.
My thing has been, for the longest time, about this and it’s affect on a technical support service.
I don’t like Technical Support, I don’t like how the contracts are set out, how SLAs are compiled and how a lot of providers put the majority of the work into getting you tied in rather than actually improving things.
But that’s just the way it is.
Given that people won’t admit to gaps in their knowledge and that having to reach out to a faceless/nameless group to fix your IT issues tends to be a last resort you wind up with a ton of shitty little problems that, with a bit of actual human time, could be solved before they even become a problem.
And so today I’ve sat with a member of staff who wanted some help in using a piece of software.
My own knowledge of that software is rudimentary at best, but I do use it, so I explained what I could, and even touched on a couple of items that are general and present in many applications and the time seemed to be really useful for them.
This is not how to improve Technical Support, but this is a step in the right direction I feel. (strongly)
Companies “buy” these services because that’s the way it’s always been. My god, I feel like I’m inching towards starting one of those annoying campaigns to try to force folk to do stuff differently just because with a little training the world will be a better place.
Until the next Windows update 😉