Executive summary It’s never easy to measure the cost of a software support ticket, because it costs more than the time a support agent spends writing a reply. The cost also includes team leaders, training, ticketing software, telephony, office costs and the time spent on follow-up messages. The cost increases if a ticket needs to… Read more »
Tag: Support
What should we teach Support staff about technical writing?
We’re going to be running a technical writing course for a client where the delegates are from the Support department. This means we have had to consider what we should teach Support staff about technical writing. We sent the delegates a pre-course questionnaire, asking them what they’d like the course to cover. I thought it… Read more »
Getting users to answer their own Support questions
From the Cherryleaf Podcast: We look at getting users to answer their own Support questions – why would we want to do this, and how can we do this.
3 strategic ways to reduce the number of support calls
The cost of providing support to users can be huge, so what can be done to reduce the number and duration of support calls? Here are three strategies to consider. 1.Pre-empt the calls In same way that Japanese car companies improved the quality of their products to reduce the after-sales costs, you can take steps,… Read more »
3 ways for the Support department to get the monkey off its back
Q. What’s the biggest gripe in Support? A. Getting the unnecessary calls off their backs, so they can find the time needed to tackle the really important problems. Really, they are looking for a way to be pestered less. So what are the three key ways to relieve this headache? 1. Enable users to serve… Read more »