Question of the Week February 1, 2008
Posted by Nelson in Analytics and Business Intelligence.Tags: Inovis Solutions Center, support staff
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How quick is quick? Our customers state they want a quick response from
the solution center. How would you define quick? 2-3 minutes, 1 minute,
30 seconds or 1 second?
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I think it all depends on the issue at hand. it depends on how important that issue is to Me – the customer – that makes My perception of “quick” or slow…
With the “old” customer support portal, Inovis had set time schedules of how long it would take for a response – a “2″ priority was supposed to receive a response within 4 hours. Oft times, you’d get some form of contact back from the support technician assigned in well under that 4 hour limit – often within an hour. Even if the contact was simply the “I’ve received your issue and I’m hunting for a solution” kind of response. It let us know that Inovis was working on the issue and (hopefully) would have a solution quickly.
This was an exceptional thing (at least to Me).
I have noticed, however, with the new support portal, getting that quick reply has seemed to slip away…. Don’t get Me wrong, I still get a reply – and often an answer – within the 4 hour “window”, but I don’t know the status of My issue until that happens.
One of the things, however, that often bugged Me about the support request replies is when they are handled STRICTLY through the support site. I’m busy during My day – with many hats that I wear here – and can’t regularly go and check the support site for an update. I’d much rather get an e-mail from the tech – or even a phone call – that is instant and tells Me what I need to know or requests that further clarification of information. By having to go to the request site, it’s adding another layer of … stuff … to the call – in that I now have to post an update with the requested information and then wait – again – for a reply back.
For Me, “quick” is a relative term – again, it all depends on what the issue is and what it is causing to happen on My side of things….