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Comment on HP realizes that mandatory 15-minute support call wait times isn’t good support

SeductiveTortoise@piefed.social ⁨8⁩ ⁨hours⁩ ago

How could you tell that people were not reading the knowledge base? They probably didn’t need to call if they did, so maybe you reduced the volume by 50%. I get what you are trying to say, but if they make me wait 15 minutes just because, I’m going to be pissed once I reach someone. Then the person who doesn’t deserve my bad temper will feel it and I will never buy hardware from you again.

And I’m saying that despite having worked at customer support for years, writing knowledge-base entries and developing the system we used to store it.

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Semi_Hemi_Demigod@lemmy.world ⁨8⁩ ⁨hours⁩ ago
Thankfully we didn’t take phone calls. And I knew they weren’t reading the KB because we’d reply with a link tot be KB and they’d be happy.

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- SeductiveTortoise@piefed.social ⁨7⁩ ⁨hours⁩ ago
  Yes, but I mean how do you know people didn’t read it.
  
  But getting people to actually read the docs was impossible. And maybe if we made them wait they’d get frustrated
  
  You probably didn’t see the ones reading into it, just the ones that didn’t.
  
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  - Semi_Hemi_Demigod@lemmy.world ⁨7⁩ ⁨hours⁩ ago
    The only time the KB really saved was being able to send them a link to the docs that they should have been able to find instead of retyping the response.
    
    All of the answers were right there and they didn’t see it. And no matter how many articles we added the volume of tickets resolved on the first reply with a KB article didn’t go down. (I know because I tracked this as a KPI for a while until it became obvious it wasn’t budging.)
    
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