[LINK] Dealing with Your IAP

[Craig Sanders]

On Thu, Apr 19, 2012 at 02:21:47PM +0200, Martin Barry wrote:
> $quoted_author = "Roger Clarke" ;
> > 
> > If a business can't take advantage of the (admittedly small minority 
> > of) consumers' incident reports that identify systemic problems and 
> > point to the solution, then the revenue will evaporate and the costs 
> > (most of which are committed) won't.
> 
> This is the crux of the problem. The information systems that support teams
> use can make the difference between superb customer support and the kind of
> experience you've related to us.
> 
> From my experience the best systems:
> [...some specific UI details...]

most of all, it's important to use a support ticketing system that's
designed to be a tool for the support staff to help them do their jobs,
rather than designed to be a time and motion system for call-center
managers so that they can micromanage and harass the serfs who do the
support work.

there may be some exceptions, but that generally means using open source
ticketing systems because they're actually designed and written by
people who use them every day, rather than by companies who see managers
as their target market.

craig

-- 
craig sanders <cas at taz.net.au>