Tag: SelfService

A great example of usability improving the customer support experience

August 22, 2007 The 37signals guys point us towards Twitter's use of HelpSpot's Help Desk software:   How do you help your helpdesk/support team give you the best support? Give them the information they need right from the start. I really like the simple, clear, and concise labels: This is what I DIDThis is what I EXPECTED to happenThis is what ACTUALLY happened I'm sure this greatly helps the support team resolve more requests on the first go-round, as opposed to the all-too-common first response having to ask the customer for more information. It's good for the support team, and good for the customer. Nicely done.  

fcSDK Cache files: sometimes more trouble then they're worth

July 30, 2007 One of the features of the fcSDK is its ability to cache frequently-used, rarely-changed data, such as the schema meta-data (ADP tables),  lists (Application Lists, Status codes, User-defined lists), geography data (states, countries, time_zones, currencies), configuration items, and strings. When the fcSDK starts up, it reads all of this data from the database and saves it into memory. In addition, it writes out the data to cache files. The next time the fcSDK starts up, if there are cache files present, it loads the data from the cache files, as opposed to having to go to the database. This improves the performance of the loading of the cache data, as reading from a local file is quicker than loading from a remote database. However, these cache files can often cause trouble. If a piece of cache data is changed in…

A more conversational form of SelfService

May 29, 2007 John Ragsdale points us to noHold, which is a more conversational form of web SelfService. A dialog is much more engaging than search results. And you can easily escalate your question to a support agent at any time. Linksys' implementation is pretty slick. From, click on Technical Support, then Ask Linksys. I especially like their abundant use of screenshots in the resulting articles. I tend to grok things much better with screenshots as opposed to straight text.
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