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

Semi_Hemi_Demigod@lemmy.world ⁨6⁩ ⁨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 ⁨6⁩ ⁨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 ⁨5⁩ ⁨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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