The Lost Art of Tech Support
I am not one of those who always claims “the olden days” are better. I enjoy the advances of technology, things that allow me to text my children and find out that they’re actually within the house – they’re just ignoring me. Within very recent history, however, I feel that one area has taken a pretty fast nosedive in quality: tech support.
Possibly I’m fooling myself that there ever was quality tech support, at least that you didn’t pay a massive fee to use. It seems that any support person I talk to on the phone or online has one of these issues:
1. They blame me for not understanding why their product doesn’t work.
2. They don’t understand the nature of my problem because they aren’t actually familiar with the software.
3. The tech support line has a phone queue so long that by the time the person in question can talk to you, you actually went out and bought a new computer.
Fortunately you can find a lot of information in posts online, forums, blogs and other similar repositories of information. But a lot of times it seems my results are like this…
Phasient has always offered this service and the people answering the phones work with elearning and can actually answer questions. Sometimes they can even answer questions about the specific course because they have helped write or produce it. We certainly encounter questions that stump us, but we pride ourselves on working our best to find a feasible solution in a reasonable time. That’s something that people should be able to count on.
- Sonya Nichols, Project Manager
email sonya@phasient.com
