I enjoyed the article, and think she has some valid points. Are you creating articles as a bandaid for existing issues that should be addressed?

However, for those issues to be addressed you do have to have buy in from development and management as @andrewmoyer said, but your company also has to have the development resources to act on all these…[Read more]

As an agent, I like owning my own tickets. If a ticket thread is ongoing, it’s usually a more complex issue, so it doesn’t make sense for another agent to get up to speed, and with certain issues, that can take a lot of time (resulting in everyone waiting longer for an answer).

Also, it lets me build a relationship with the customer as we work to…[Read more]

Dog

As a user, it really annoys me. If I want help, I’ll ask for it. That might just be me.

As a support agent, I’ve rarely seen it result in an actual conversation with a user, so it seems like a waste of my time when there are other users actually asking for help.

I like @Jason‘s idea about only doing it on certain pages, like if a user has been…[Read more]

We also used Screenflow for our demo video and worked well. We actually recorded the video and audio separately, and then combined them afterward. It made it easier than trying to do both at the same time.

Thanks for all the tips, y’all! @bill I like your idea of not only transferring it, but also initiating it before the customer gets to the point they ask in total exasperation.

Or just getting them on the phone to talk it out @chase.

This is the first times I had encountered a situation like this after a year and a half of support, so it kind of…[Read more]

One thing I’ve found helpful is to explain exactly what’s going on if there’s an issue vs. a vague “we’re working on it.”

I remember I had one customer who’s account got messed up when we did a migration. Her agents were getting duplicate notifications throughout the day (as many as 300). It took us about 48 hours to get the problem…[Read more]