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Re: which one a Technical Support or Help Desk
From: Suresh Ramasubramanian <ops.lists () gmail com>
Date: Sun, 4 Mar 2012 07:54:05 +0530
A newsgroup I used to read a decade back used to call it "helldesk" But seriously, live humans with whatever location or accent, answering an actual phone, are the costliest sort of ticket an ISP has to handle. The focus needs to be on providing the customer enough self help tools, wikis, user forums, email support, IVR .. before they even need to phone your helpdesk and have a human open or work a ticket for them. It is that or watch your margins get shredded due to spiraling support costs. --srs On 3/3/12, Jeff Kell <jeff-kell () utc edu> wrote:
On 3/3/2012 10:57 AM, Faisal Imtiaz wrote:Especially if a human answers promptly without a horrible accent... JeffLike a heavy Southern Drawl ?Oh yeah, y'all :) The major point was a "human" answering, at least my home ISP (Charter) has this unbearable voice response... in annoyingly perfect English, although there is a Spanish option when it first starts :) If you have humans answering, you can call them anything you like, you're ahead of the curve. If not, "it" is going to be called all sorts of things, and Technical Support or Helpdesk is not among the options that come to mind... Jeff
-- Suresh Ramasubramanian (ops.lists () gmail com)
Current thread:
- Re: which one a Technical Support or Help Desk, (continued)
- Re: which one a Technical Support or Help Desk William Herrin (Mar 03)
- Re: which one a Technical Support or Help Desk JoeSox (Mar 03)
- Re: which one a Technical Support or Help Desk Valdis . Kletnieks (Mar 03)
- Re: which one a Technical Support or Help Desk Jeff Kell (Mar 03)
- Re: which one a Technical Support or Help Desk Faisal Imtiaz (Mar 03)
- Re: which one a Technical Support or Help Desk Dave Pooser (Mar 03)
- Re: which one a Technical Support or Help Desk Faisal Imtiaz (Mar 03)
- Re: which one a Technical Support or Help Desk Jeff Kell (Mar 03)
- Re: which one a Technical Support or Help Desk JoeSox (Mar 03)
- Re: which one a Technical Support or Help Desk Jeff Kell (Mar 03)
- Re: which one a Technical Support or Help Desk Faisal Imtiaz (Mar 03)
- Re: which one a Technical Support or Help Desk Suresh Ramasubramanian (Mar 03)
- Re: which one a Technical Support or Help Desk Randy Bush (Mar 03)
- Re: which one a Technical Support or Help Desk William Herrin (Mar 03)
- RE: which one a Technical Support or Help Desk George Bonser (Mar 03)
- Re: which one a Technical Support or Help Desk JoeSox (Mar 03)
- Re: which one a Technical Support or Help Desk Valdis . Kletnieks (Mar 04)
- Re: which one a Technical Support or Help Desk Suresh Ramasubramanian (Mar 04)