I work for a surveillance company that is striving to provide one of the best support experiences for our customer base; without giving it away, I will say we are within the end-user space with our products being sold through online vendors most notably Costco and Amazon.
In any case, one of our hugest challenges is providing very high quality technical support; I am working on a few projects personally to provide better support content as well as a more tailored user experience. Within the last two quarters, we have focused on providing mobile friendly support content for our customer base and so far, we have gotten some good feedback from our customers. We have also started working on personalizing our support experience for customers with the end goal being the ability to provide customized content and better tools for troubleshooting.
What I was wondering was what are YOUR typical expectations for customer support? What kind of service do you expect when calling into technical support? Are there ways that companies can provide better support that you haven't seen catch on? If you are someone that is more about self-service, how do you go about finding the correct information to troubleshoot your technical issues? If you work with end-users, what are your typical troubleshooting scenarios?
From my perspective, support should really be focused on outlier cases; the typical set up for any sort of technological product SHOULD be intuitive or at least it should work out of the box. While this is something that we genuinely strive for as a company, there are times where we don't meet the mark. I do feel that this is something that takes time as we develop our products towards our customers' needs, so that is almost never going to be "perfect".
I can see that there are a range of people within the surveillance industry that are active within IPVM, so any feedback is welcome. My hope is to take some of this feedback to bolster high quality self-support as much as possible. I totally understand that within this space there is a lot of complexity and some of this will get lost on most customers; however, I feel that there is some middle ground that can be reached and any effort towards that is worthwhile.
A Curious Dev