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Doug Nebeker ("Doug")
I'd like to explore the possibility of outsourcing our help desk. Our product is a fairly complex software product targeted towards the enterprise.
Can anyone recommend a good help desk company that can use to provide telephone/terminal services software support services?
Hate to break it to you but from personal experience, trying to outsource tech support for "complex" and "enterprise" software is unlikely to work well (speaking from personal exp.)
Why? Well first I am assuming that you're selling this for a decent amount of cash and volumes are not huge.
Once you've designed out the common causes for support tickets you're left with :-
* FAQ questions which you can outsource but are typically answered super quickly by sending links to the manual, faq and/or canned responses.
* Bafflingly obtuse questions which 1st line/outsourced support probably can't decode so will come back to you (even though half of the decoded questions will be super easy)
* Really complex, crazy one off problems that you're unlikely every to see twice - which obviously can't be outsourced either.
If you've got one of - consumer app, high volume or low prices then it would be different.
Monday, November 04, 2013
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