• 0 Posts
  • 8 Comments
Joined 3 years ago
Cake day: June 22nd, 2023
  • Vanth@reddthat.comtoTechnology@lemmy.world•HP realizes that mandatory 15-minute support call wait times isn’t good supportEnglish
    48·
    2 days ago

    I did tier 1, 2, and eventually some 3 support back in the day for a software company. I liked how they handled it.

    Customer called in, reached a live person doing intake. The intake person noted their question and callback number, helping to scope the problem if needed, and entered a ticket into the queue. The intake person gave the caller an expected wait time for a support tech to call back, pointed them to online written help documentation, and ended the call. Then push the ticket to tier 1, 2, 3, or “urgent, need to call NOW” queues. Depending on tier and call volume and time of day, they’d get a callback from a tech anywhere from immediately to the next morning.

    Support techs like myself were coached to help over the phone, but also to point out the written materials and encourage their use. I would commonly say, “sure, that’s a problem we can fix, go ahead and go to screen x, click on button y, etc. By the way, you’re not the only one who had had this question, we even have an entry on this in our support documentation. Let me show you where you it’s at so you can get to the fix even faster than a phone call next time”.

    Having the intake person take numbers, then techs call back later saved customers from having to wait on hold for lengths of time. We had very few cases of irate customers stuck waiting.

    My shittiest experiences are the companies that don’t do any intake and make all tiers of calls wait on hold in the same queue. Luck of the draw if the tech you end up with is a tier 1 still in training pants or a tier 3 pissed to be walking a customer thru updating their password for the millionth tim.

  • Vanth@reddthat.comtoAsk Lemmy@lemmy.world•Do you consume media made by people you think are bad/immoral?English
    291·
    5 days ago

    I try not to enrich creators who are bad. Like Polanski and Weinstein and Whedon and Besson and Rowling and Gaiman. I might watch/read old stuff, but I’ll avoid spending any money on it.

    Then there’s people who aren’t rapists and abusers and virulently homophobic but are still not great. I’m thinking YT creators who pull dumb and mean pranks, or just revel in the more negative aspects of human nature. I don’t watch them, but mostly because I don’t enjoy that sort of content. It makes me depressed and sad. Since I don’t like that sort of content anyway, it’s hardly an effort. Same with MAGA bro podcaster types; I don’t enjoy that garbage so “boycotting” it really just means going about my life per usual.

  • Vanth@reddthat.comtoAsk Lemmy@lemmy.world•What do you guys think about WHOOP?English
    4·
    10 days ago

    I love data, but I stopped to think about what I would actually do with the data Whoop provides. I wouldn’t use Whoops workout recommendations, I wouldn’t alter my training plans much off their derived metrics. I decided a far simpler watch with heart rate monitor and zone would be plenty. A monthly subscription and the amount of data shared with them were also strong disincentives. I don’t need yet another company tracking me and selling my details off to who knows who.