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Application support

By Roberto Bacca ·
I have a problem with the minimal application support our outsourced Help Desk provides to our customers. An example: If one of our customers needs assistance with creating a Macro in Microsoft Excel, the Help Desk provides approximately 5 to 10 minutes of help. If the issue is not resolved, they tell the customer that it is ?training related? and discontinue assistance. I don?t know if this is the industry standard, but I don?t want to leave our customers hanging with nowhere to go for help.

We are looking for a reputable company where the customer can call, provide a credit card and get assistance.

Once I find the company, I would add their phone number in our knowledgebase to include as one of the escalation paths our Help Desk provides the customer when telling them that the issue relates to training.

Again, thanks for your help.

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Sounds right to me.

by mrafrohead In reply to Application support

Where I am working, and from others that I have heard. The point of the help desk is to assure that the product is functioning properly.

As for teaching a user how to "use" a product, that is not the function of the help desk. That is what the training department is there for. Or better yet, the employees supervisor.

I understand what you mean when you don't want the person just being dumped, but at the same time, they should know their job when they apply for it.

I work in a bank. If you can tell me of one bank that still uses pens and paper and no computers I would be surprised. Knowing that, do you know how many times in a day I hear, "man, i'm so horrible with computers."

If you don't know how to use a computer, why would you apply for a job that requires their use?

That is the equivalent of me applying and getting a job as a nuclear physicist. I know that if you mess up with nukes, they go BANG. And that's about it.

We have an online training program that we use. What we do when we get a call that consists of someone needing teaching, we will politely refer the user to the training program. If you would like, I would be more than happy to send you the companies information the provides the training information.

The help desk isn't a place to hold someone's hand. It's a place to quickly resolve problems when things are broken and move on. And fix all the network admins mistakes ;p That in itself is a full time job.

I hope that this helps in some way.

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I agree

by stress junkie In reply to Sounds right to me.

The help desk is not a training resource.

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Depends on your priorities

by JamesRL In reply to Application support

Most help desks are organized and measured against speed of response, time to resolution, number of call abandons and so on. If that is what your company has told them you value, then I can certainly understand why they limit users on training issues. In the 10 minutes it takes to train that user, they could have handled 3 or more simpler calls - providing service to more customers. The way many companies handle this is that they either refer people to a training department or have a second or third level of support.

You might look into some of the online courseware that can be provided, as well as a higher level on demand training provider. Some users should do more extensive training - online or classroom, instead of just getting out the credit card on a case by case basis.

James

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I found a company that would do exactly what I need

by Roberto Bacca In reply to Application support

Need Computer Help? Call us and you'll be connected to a real person who specializes in solving PC and Mac related problems. Our geeks are certified and have the experience needed to provide you with solutions for both Home or Business software, hardware and peripherals.
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Here is their link

http://www.geeksbyminute.com/default.asp

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