I’m not suggesting you crack open your computer to fix it, but with a few of the tactics outlined in this post you can solve many of your computer problems on your own.
Besides, wouldn’t you rather solve your problems instead of waiting for a live support person to pick up the phone and sweeten you up, telling you how important you are and how the company wants to provide you with the very best service possible. Yadda yadda … just ask me what my problem is already!
Here are 10 steps to becoming your own Mr. or Ms. Fix-it: Read the rest of this entry »
It’s a great time to be a web worker. Almost every day, a new site, service or product comes on the scene that promises to make our work more efficient (or more fun). Some areas, like project management or image editing, are crowded with options. And in order to gain a following, many services are being offered inexpensively or at no cost.
But as Paisano wrote recently, current conditions won’t last forever. Many sites will eventually become fee-based; others will shut down when their funding runs out, or when their owners decide to move in a different direction.
So when I evaluate a product that I’d like to incorporate into my company’s workflow — especially a product that will be visible to clients — I try to consider the product’s feature set, along with the issues raised in Judi’s 2007 WWD post. I also ask the following questions: Read the rest of this entry »
Tags: backup, data formats, due diligence, evaluation, exit strategy, freemium, hosting, licensing, management, Open Source, saas, support, workflow
As web workers, we are at the end of a supply line that brings together Internet connections, software, services and operating systems produced by large multinational corporations. We’re the 21st-century equivalents of the general store proprietors of an earlier age: we choose from a vast array of products and services, and offer those that will best meet our customers’ needs. We repackage those products, add our own creativity, and, importantly, include the service and support that large corporations can’t, or won’t, provide.
Many technology companies have come to the end of the line on providing personal customer service. I won’t point any fingers, but some of the biggest names in software, web sites and online services have no way for customers to contact them by phone or even online chat; even email forms go unanswered. Instead, users must rely on volunteer help on bulletin boards, discussion groups and the like.
We should be taking advantage of our “end-of-the-line” position. Web workers and small businesses can maintain professional relationships with customers in ways that large companies cannot. Clients should know that they can get help from us, and we should make clear what support services we offer. Service is how we can differentiate ourselves, compete with larger businesses, and thrive in difficult economic times. Read the rest of this entry »
“First, just let me say that I’m touched that you enjoyed my services so much that you want to continue our relationship long after the engagement has closed. Flattered, even. Still, for a freelance contractor, time is money, and you’re not paying me for mine any more, so at some point this has to stop. It’s not you, it’s me, I’m sure you understand.”
The above is a conversation I’ve had to have with clients time and time again, although not in those exact words, of course. Often, I later realized, it actually was my fault. In the early days of my career, I wasn’t providing clients with enough of an end-to-end solution. I short-sightedly forgot that when you’re transferring IP, it’s important to make sure that the client (and all of the client’s staff who will be involved) will be able to use whatever it is I’ve produced for them, for as long as the tool is in active use. Read the rest of this entry »
When I first heard of GetSatisfaction, I started using it as a repository for my rants about bad customer service and software or Web apps issues for companies and their products. I liked the premise of GetSatisfaction – dialogue with other customers who may be experiencing similar issues and might have answers is a smart way of crowdsourcing technical support.
However, early on, many companies were not monitoring the site and not addressing the complaints. In fact, one of my rants was actually addressed by a former employee of the company in question.
Now I’m finding that GetSatisfaction is becoming a key tool in troubleshooting all of the technical – and vendor – issues that come up in my web work.
Read the rest of this entry »
We’ve looked at a couple of options for outsourced tech support in the past. But now there’s a fresh player in this niche, targeting small businesses who can’t afford their own dedicated IT staff: AT&T Tech Support 360.
The pitch here is basically the same as with the other services: if you need to have working computers and other technology to keep your business running, but learning how to do it yourself is a distraction, call in a specialist. (They do make sure to note that their team is “U.S. based” – for many, that will be an important distinguisher). They offer both subscription and pay-as-you-go plans, and the prices are fairly reasonable.
Read the rest of this entry »
I’ve been reading with great interest this past week as some of the leading web application companies discuss their philosophies regarding the providing of phone support for their services.
37signals started the debate, wondering Why would you want to call me? which, by describing a “typical” phone support experience justified why they only offer support via email. This prompted responses from both FreshBooks and BatchBlue who both acknowledge that, while email can be more efficient than phone support, personal interaction by phone is key and offering that level of service is important to them.
I know a couple of us here at WWD have had interesting and lengthy phone support conversations this week, long calls to resolve issues that really shouldn’t have been so difficult. Would email support have been better? Perhaps. Does that make it the best method for all communication? I certainly don’t think so.
Inefficient and unpleasant phone support isn’t the fault of the medium, it’s the fault of the provider. I personally have had good support experiences via phone and horrendous experiences with email. It really comes down to the commitment of the company to have a wide range of efficient customer support services available, and the telephone is indeed a powerful and useful option in that arsenal.
Are we as web workers more inclinded to take advantage of email and online support options? Which do you prefer?
I’m not suggesting you crack open your computer to fix it, but with a few of the tactics outlined in this post you can solve many of your computer problems on your own.
Web Work 101: How To Escape The Cubicle
