Comments on: Software Documentation, the Customer Help Desk and Twitter – Tying it All Together

By: Kellyalysia @140care

Kellyalysia @140care — Fri, 23 Jul 2010 14:06:38 +0000

I definitely see the end of hot-line support in the next 10 years, because they seem so inefficient and something that only older people use or those that don’t have any other options, like twitter. I think as time goes on, the process will be improved and people will trust using online/Twitter-based support much more.

By: Customer Help Desk: Support Resources vs. Agent Decisions | Talking in Pictures

Thu, 15 Jul 2010 16:49:35 +0000

[...] support resources then the support agent doesn’t have to take time to make a decision. Your customer help desk can easily point the customer to the answer they need or refer to your organization’s policy on the matter. No time is wasted making a decision [...]

By: Karin H

Karin H — Mon, 14 Jun 2010 15:50:13 +0000

Hi Ellis

Just read your complete post and like Greg I do not completely agree with your line of thoughts - sorry We are a retailer that targets both the Grey Generation as Generation Y - and all the generations in between for that matter ;-). Even Generation Y, or should I say especially Generation Y comes to those businesses that has a clear view and strategy, clear and quick answers to any of their queries - no matter in which format it is delivered as long as it gives them the instant "solution"/help/advice they want to have there and then.

And before you ask what a retailer is doing with manuals - we also "educate" the public to install our quality flooring and finish/fitting products themselves. Even wrote a book for it - using all the Q&A's from many Generation Y prospects. And our main tool for writing this book has been ScreenSteps Desktops. The E-version of the book can be found on ScreenSteps Live (after purchasing it of course, even Generation Y still wants to pay for easy accessible knowledge that has both text and images in it).

Karin H (Keep It Simple Sweetheart, specially in business)

By: Greg DeVore

Greg DeVore — Mon, 14 Jun 2010 15:11:01 +0000

Ellis- You are right. Having a conversation with pictures is difficult but having a conversation that references concise, image-based documentation makes our conversations more concise. In our experience, pointing the user to a URL in our documentation answers their question 90% of the time. In the remaining cases, it answers 90% of their question, meaning we spend less time going back and forth via text-based communications. The ScreenSteps content doesn't replace the text-based communications. It just makes them more efficient.

BTW - I updated the references to say Ellis :). Thanks.

By: Ellis Pratt

Ellis Pratt — Mon, 14 Jun 2010 14:54:09 +0000

Hi Greg

You may be right, but it's hard to have a conversation with pictures. In Europe, it's been possible to use cellphones to send images, video even, for years yet people have stuck with text messaging.

The screensteps approach may well have its place, particularly when you can call up the relevant URL via a QR/vizitag bar code. In Japan, I understand video, and communication via avatars, using the cellphone has taken off (possibly due them using katakana, kanji and hiragana to write)

I guess it's whether Generation Y are hooked on seeking conversations and a sense of belonging that can engender.

Oh, and you can call me Ellis :)

Regards

Ellis Pratt