Drawing the line

Here’s where we are both struggling and getting hurt in providing our IT support to clients.  It is really hard to draw the line between real IT support, and IT training.

When someone asks us how to attach a document to an email, that is really a training issue.  However, when we sell our service, we tell our clients, we are their IT deparment.  If we were really an employee of our client, we would probably answer those training issue with no problem. 

It’s difficult to be an efficient company in our real mission of providing unmatched IT guidance and support when we are also having to train.  If we don’t answer those questions, however, the users tell the boss we’re not being responsive. 

More often than not, when we get an email from the upset president of a client company, it turns out to be either repetitive user error, or repititive training that is the issue.  Of course, this is not to say we are perfect.  We occasionally let things fall through the cracks. 

Any ideas?


2 Responses to “Drawing the line”

  1. 1 Misty Khan February 12, 2008 at 3:07 am

    I feel your pain. One of the things that we did was implement a program called AskHuntress (our product name is HuntressPro). The way it works is that if there is a true technical issue like a bug, the client can call us directly. However, if the client just has a question about how to use Microsoft Outlook or our product (HuntressPro), they can submit an email to a special email address and are gauranteed a response within 24 hours. We now create How-Tos on our company blog that answer the question and then send the client an email with a link to the How-To. Since a lot of users tend to have the same question, this program has saved us a lot of time because we can reuse the links. The client likes it because they now have step by step instructions that they can reference if they forget the answer to their question in the future.

  2. 2 asblumberg February 12, 2008 at 3:16 pm

    Thanks, Misty. I think that is a great plan. I actually think we are going to use PBWiki to put up a fluid FAQ. Hopefully this will alleviate some of the “How do I” questions.

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