Technology is only as great as when it makes life easier. Often, as we know, it can have the opposite effect. Technology at work can be a toxic mix if you need a specific program to do your job. And if you don’t know all the ins and outs of the program you’re using – it’s a bit worse.
And if the program you’re using isn’t user friendly – well, we’ve all been there.
I recently had to push back on a software provider because their standard response to any customer service inquiry was “send us an email.”
That’s right, “send us an email and we’ll reply with instructions of how to fix your problem.”
You can image how successful that is. What would have been great is if tech providers used a customer success platform to assess the needs of their clients.
Then I could explain the complexity of the tasks involved and they could figure out a way to support us better (which they are, in fact, being paid to do).
Lucky for me, another company is courting us to provide the same service. Armed with this knowledge, I dropped a hint we would take our business elsewhere because.. Suddenly an alternate solution presented itself. Would we like to be in touch with a technical team closer to our time zone, who was available during our work week (Sunday-Thursday)?
Now this was a handy solution when I had time to walk tech support through the issues I was having. Because of complications related to accessing our particular catalog, he had to take over my machine every time we needed a session. That’s right, using Team Viewer, he was able to do what I couldn’t on my own. Which also meant, I couldn’t do anything else.
Two steps forward and several steps back.
We’re suffering through it together. He can’t get into my machine unless I let him – which now we’ve set up a system where I notify him when I’m leaving for the day. The tricky thing with this solution is that my computer is then open until he logs in. Oh and if he doesn’t get to it before the auto-lock happens, we have to arrange another time the next day to see that he can.
We’ll get there – I hope – eventually.
It would be much easier if we could work on customer success together.
Ah, a woman can dream, can’t she?