September 10, 2009 at 21:30Perfect technical support - dream or reality?
Inspired by this habratopikom.
What is ideal technical support from an Internet provider?
A bit of foreword:
once upon a time, in the year 2005-2006, I was connected to a kind of local network. Normal lokalka for 100 people, which at the moment no longer exists. We did not have technical support, everyone coped themselves, resented the forum, called for help, everyone knew each other and, accordingly, those who were more or less computer savvy were respected. They were called to their home for a glass of beer, for cakes, and so on. Of course, these people helped with computers. It happened for thanks, it happened for the money, but always everything was fine. Fortunately, the network was for 100 people and everything was in one microdistrict. Nobody owed anything to anyone.
2 years passed, the network fell apart, I changed the provider to a new, bold and, frankly, youth representative of this field. Everything has always been fine with me. I could easily set up an Internet connection myself, I didn’t have to call anywhere, if I lost the Internet - everything was restored very quickly. The network grew, requests for SPD from the provider also grew, the subscriber base increased and, accordingly, more frequent failures began to take place. So - I had to call. The voice of the robot said that the operator will now respond. He answered after 2-3 minutes. At that time, the problem was solved quickly enough (it was in the wrong settings on the equipment) and this was forgotten.
Now telecom is already reaching a new level. Many new services appeared, the load on SPD (and where without this?) Increased many times, and telephone technical support would clearly not be able to cope with such a load. And immediately a solution was found - the organization of mobile home teams for clients to solve problems with their equipment, with their computers, with their “non-standard equipment”, etc. Field team in the form of one person to a specific section of the LDS. The network grew, “freaks turned on computers” needed more and more to solve subscribers' problems, rather than sitting and drying out on lurks, bashs, etc. Now, this technical support is already working in constant mode, it is free, it solves problems by phone, comes to the subscriber’s home, configures both wi-fi and routers, and changes the cable if the dog chewed it at home, drug addicts cut off the entrance, advises subscribers on issues such as “I can’t get in touch. Help me please?" or “I bought a TV here and I want to watch movies on it through a computer. I heard that this can be done. "
What is technical support? These are the same doctors, the same people who solve problems that are related to the computer. For this technical support, there is no such barrier as "YOU DICKED !!!! 1111 EVERYTHING WORKS FOR US, Poke IN YOUR LINUX YOURSELF !!!! 111". Perhaps it’s time for all providers to reflect on the topic that their subscribers are all that they have. Without them they are nothing. Just a bunch of people drowned in their tsiska, tons of twisted pair cable, kilometers of fiber and heaps of useful iron, which is just waiting for it to be fully loaded, will send gigabytes of information through it to carry Internetporn to every home :)
What is perfect technical support ? Think about it.
Have a nice day / evening / night :)
UPD: Thanks to the topic of good for karma :) Moved to another blog :)
What is ideal technical support from an Internet provider?
A bit of foreword:
once upon a time, in the year 2005-2006, I was connected to a kind of local network. Normal lokalka for 100 people, which at the moment no longer exists. We did not have technical support, everyone coped themselves, resented the forum, called for help, everyone knew each other and, accordingly, those who were more or less computer savvy were respected. They were called to their home for a glass of beer, for cakes, and so on. Of course, these people helped with computers. It happened for thanks, it happened for the money, but always everything was fine. Fortunately, the network was for 100 people and everything was in one microdistrict. Nobody owed anything to anyone.
2 years passed, the network fell apart, I changed the provider to a new, bold and, frankly, youth representative of this field. Everything has always been fine with me. I could easily set up an Internet connection myself, I didn’t have to call anywhere, if I lost the Internet - everything was restored very quickly. The network grew, requests for SPD from the provider also grew, the subscriber base increased and, accordingly, more frequent failures began to take place. So - I had to call. The voice of the robot said that the operator will now respond. He answered after 2-3 minutes. At that time, the problem was solved quickly enough (it was in the wrong settings on the equipment) and this was forgotten.
Now telecom is already reaching a new level. Many new services appeared, the load on SPD (and where without this?) Increased many times, and telephone technical support would clearly not be able to cope with such a load. And immediately a solution was found - the organization of mobile home teams for clients to solve problems with their equipment, with their computers, with their “non-standard equipment”, etc. Field team in the form of one person to a specific section of the LDS. The network grew, “freaks turned on computers” needed more and more to solve subscribers' problems, rather than sitting and drying out on lurks, bashs, etc. Now, this technical support is already working in constant mode, it is free, it solves problems by phone, comes to the subscriber’s home, configures both wi-fi and routers, and changes the cable if the dog chewed it at home, drug addicts cut off the entrance, advises subscribers on issues such as “I can’t get in touch. Help me please?" or “I bought a TV here and I want to watch movies on it through a computer. I heard that this can be done. "
What is technical support? These are the same doctors, the same people who solve problems that are related to the computer. For this technical support, there is no such barrier as "YOU DICKED !!!! 1111 EVERYTHING WORKS FOR US, Poke IN YOUR LINUX YOURSELF !!!! 111". Perhaps it’s time for all providers to reflect on the topic that their subscribers are all that they have. Without them they are nothing. Just a bunch of people drowned in their tsiska, tons of twisted pair cable, kilometers of fiber and heaps of useful iron, which is just waiting for it to be fully loaded, will send gigabytes of information through it to carry Internet
What is perfect technical support ? Think about it.
Have a nice day / evening / night :)
UPD: Thanks to the topic of good for karma :) Moved to another blog :)