Hi, my name is Sergey and I am responsible for the technical support of itsoft company, so this article will focus on support.
Support is the face of the company for current customers. However, how often do we encounter good support? The answer, unfortunately, is obvious.
In this article, I will share our experience and share recipes that have helped improve our data center support.
What infuriates everyone in support
I decided to start with a list of things that I and my colleagues (and you, most likely) infuriate in support:
long wait;
robots;
incompetence;
limited number of communication channels;
letters from the address no-reply@domain.ru;
no complain (no feedback).
Long wait
The phrase “Your call is very important to us, but now all operators are busy” has become a classic and inevitably associated with any support call. Of course, there are analogues:
We cannot answer the call now;
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