Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 
1265 posts

Uber Geek
+1 received by user: 166


  # 948134 9-Dec-2013 15:07
One person supports this post
Send private message


Some people prefer and are faster and more accurate with verbal communication.

Some people prefer and are faster and more accurate with written communication.

People are different.  Clearly you (Jaxar) are covered by the first statement.  Clearly I am covered by the second statement.

Businesses who offer to service those in the second statement, should do so with the same enthusiasm as they do for those in the first statement.




---
James Sleeman
I sell lots of stuff for electronic enthusiasts...


2078 posts

Uber Geek
+1 received by user: 230

Subscriber

  # 948152 9-Dec-2013 15:30
Send private message

sleemanj: Businesses who offer to service those in the second statement, should do so with the same enthusiasm as they do for those in the first statement.


Totally agree.

I see no reason why a customer sending an email request should be responded to after one who places the same type of request by phone.



 
 
 
 


14821 posts

Uber Geek
+1 received by user: 2008


  # 948180 9-Dec-2013 16:00
Send private message

graemeh:
sleemanj: Businesses who offer to service those in the second statement, should do so with the same enthusiasm as they do for those in the first statement.


Totally agree.

I see no reason why a customer sending an email request should be responded to after one who places the same type of request by phone.




Exactly. You also find the same thing with physical stores, where an incoming  phone call will get often priority over someone who is waiting to be served. So for some reason, phone seem to get priority over all other methods of communications. The best support I find for email, is those companies that don't offer phone support at all. But it can also be the worst support for free services such as facebook, where you have to hunt for an email form to fill in, and you rarely hear back from them.

709 posts

Ultimate Geek
+1 received by user: 404

Trusted
Vodafone NZ

  # 948848 10-Dec-2013 17:08
Send private message

In an ideal world, all our support queries would be dealt with immediately. I wish it were possible. But speaking as some who has surfed both the phone and the email queues, I can say from experience that email inquiries can take up to three times as long on average to resolve. The same goes for Twitter and Facebook, although the handling time there is slightly quicker. We offer it as a service channel option for customers who choose to use this avenue and we dedicate as much resource and priority to it as we can, but the unfortunate fact remains that the turnaround will never beat the phone queue, even when you take hold times into account.

As an alternative to email, I can suggest to look us up on our community forums as we have a small dedicated team that currently deal with requests as they come in and the turnaround at the moment is pretty quick. We also have product specialists reading and contributing to threads there and they are often able to answer questions quickly.




1265 posts

Uber Geek
+1 received by user: 166


  # 948857 10-Dec-2013 17:25
Send private message

Demeter:  email inquiries can take up to three times as long on average to resolve. The same goes for Twitter and Facebook, although the handling time there is slightly quicker


Correlation != Causation

Speaking to email support queues at ISP's, I would postulate that a possible cause for your anecdotal experience is that people who send email enquiries may typically be more technically oriented and competent and thus have more technical enquiries (simple ones being things such technical people have no need of support for) requiring more detail, and perhaps more thorough investigation.  

Twitter and Facebook enquiries I would hypothesise to have a slightly larger proportion of technically minded people with smaller issues, larger issues being sent by email.

Therefore, I would present the possibility that email enquiries are in fact at least as important as telephoned ones if not more so, precisely because they take longer to resolve due the fact that they are on average more technical problems.





---
James Sleeman
I sell lots of stuff for electronic enthusiasts...


709 posts

Ultimate Geek
+1 received by user: 404

Trusted
Vodafone NZ

  # 948860 10-Dec-2013 17:40
Send private message

sleemanj: Speaking to email support queues at ISP's, I would postulate that a possible cause for your anecdotal experience is that people who send email enquiries may typically be more technically oriented and competent and thus have more technical enquiries (simple ones being things such technical people have no need of support for) requiring more detail, and perhaps more thorough investigation. 


Incorrect. The reason is takes longer, is because often customers fail to articulate their needs clearly. Further correspondence is then entered into to find out exactly what the problem is, to obtain contact detail so we can call the person because (shockingly) the phone makes it easier to clarify some things - especially when they are technical.

Twitter and Facebook enquiries I would hypothesise to have a slightly larger proportion of technically minded people with smaller issues, larger issues being sent by email.


May I suggest you pay our feeds a visit before extrapolating your hypothesis further? Especially Facebook. :)

Therefore, I would present the possibility that email enquiries are in fact at least as important as telephoned ones if not more so, precisely because they take longer to resolve due the fact that they are on average more technical problems.


I did not suggest that they are less important, merely that the turnaround time is extended. If something is urgent, calling us will elicit a more urgent response, especially since you are able to reiterate to the agent how urgent your request is.  Emailing us leaves you in a queue, and the person who emailed in broken English with no contact details because they can't top up their mobile calls are in the queue ahead of you. They will be dealt with first.

Cheers,




1265 posts

Uber Geek
+1 received by user: 166


  # 948870 10-Dec-2013 18:02
2 people support this post
Send private message

I can imagine my next urgent support request to Vf, which we now know must be by phone...

"
Hello, there seems to be a problem with the proxy, here is a traceroute
one, one nine two decimal one six eight decimal one zero decimal one open parenthesis One one nine two decimal one six eight decimal one zero decimal one close parenthesis one three decimal one four milliseconds.........
[ half an hour later ]
so as you can see a standard udp traceroute succeeds but a tcp traceoute over port 80 fails as follows
one, one nine two decimal one six eight decimal one zero decimal one open parenthesis One one nine two decimal one six eight decimal one zero decimal one close parenthesis one three decimal one four milliseconds.........
"

/almost serious





---
James Sleeman
I sell lots of stuff for electronic enthusiasts...


1663 posts

Uber Geek
+1 received by user: 378

Trusted
Lifetime subscriber

  # 948872 10-Dec-2013 18:06
Send private message

sleemanj: I can imagine my next urgent support request to Vf, which we now know must be by phone...

"
Hello, there seems to be a problem with the proxy, here is a traceroute
one, one nine two decimal one six eight decimal one zero decimal one open parenthesis One one nine two decimal one six eight decimal one zero decimal one close parenthesis one three decimal one four milliseconds.........
[ half an hour later ]
so as you can see a standard udp traceroute succeeds but a tcp traceoute over port 80 fails as follows
one, one nine two decimal one six eight decimal one zero decimal one open parenthesis One one nine two decimal one six eight decimal one zero decimal one close parenthesis one three decimal one four milliseconds.........
"

/almost serious



I find that any problem that is more technical than a password change then it's a waste of time ringing, as the phone support staff seem to read from a script, emailing just takes painfully long, i've got supports tickets from over a year ago that have *never* been replied to, and some marked "solved - no reply" and the problem not solved

615 posts

Ultimate Geek
+1 received by user: 215

Trusted
Vodafone NZ

  # 948883 10-Dec-2013 18:18
Send private message

Interesting thread, the model I'm partial to is one where you (and obviously the order would vary and assumes you don't find the answer in the previous line)
- search online
- find web content
- find FAQ content (not the same as web)
- ask in the Community
- online chat
- email
- phone

But as mentioned it depends on the urgency of your info request and sometimes the question is so specific that web/FAQ/community tools can never be accurate enough.






Channel Manager, Help & Support @ Vodafone NZ




563 posts

Ultimate Geek
+1 received by user: 110


  # 948991 10-Dec-2013 21:41
Send private message

MikeHales: Interesting thread, the model I'm partial to is one where you (and obviously the order would vary and assumes you don't find the answer in the previous line)
- search online
- find web content
- find FAQ content (not the same as web)
- ask in the Community
- online chat
- email
- phone


I do most of those things although finding support information about the old TCL based products is a little like finding a (wrong) needle in a haystack. As a TCL customer I've never really heard much about the community site and I definitely did not realise there is online chat available - is that chat available for TCL based products or will the people answering that queue not know much?

[Edit: err actually strike that - can't find online chat - does it actually exist? :) ]

615 posts

Ultimate Geek
+1 received by user: 215

Trusted
Vodafone NZ

  # 949005 10-Dec-2013 22:09
Send private message

Adding all remaining Tcl products into help info this week.




Channel Manager, Help & Support @ Vodafone NZ




563 posts

Ultimate Geek
+1 received by user: 110


  # 949050 10-Dec-2013 23:28
Send private message

MikeHales: Adding all remaining Tcl products into help info this week.


Excellent - look forward to it!

1485 posts

Uber Geek
+1 received by user: 532

Trusted

  # 949114 11-Dec-2013 08:36

r2b2:

As a TCL customer I've never really heard much about the community site]


That is (really!) what I'm here to change. :)




Product Manager @ PB Tech

https://pbtech.co.nz/smartphones


1 | 2 | 3 
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

WLG-X festival to celebrate creativity and innovation
Posted 22-May-2019 17:53


HPE to acquire supercomputing leader Cray
Posted 20-May-2019 11:07


Techweek starting around NZ today
Posted 20-May-2019 09:52


Porirua City Council first to adopt new council software solution Datascape
Posted 15-May-2019 12:00


New survey provides insight into schools' technology challenges and plans
Posted 15-May-2019 09:30


Apple Music now available on Alexa devices in Australia and New Zealand
Posted 15-May-2019 09:11


Make a stand against cyberbullying this Pink Shirt Day
Posted 14-May-2019 20:23


Samsung first TV manufacturer to launch the Apple TV App and Airplay 2
Posted 14-May-2019 20:11


Vodafone New Zealand sold
Posted 14-May-2019 07:25


Kordia boosts cloud performance with locally-hosted Microsoft Azure ExpressRoute
Posted 8-May-2019 10:25


Microsoft Azure ExpressRoute in New Zealand opens up faster, more secure internet for Kiwi businesses
Posted 8-May-2019 09:39


Vocus Communications to deliver Microsoft Azure Cloud Solutions through Azure ExpressRoute
Posted 8-May-2019 09:25


Independent NZ feature film #statusPending to premiere during WLG-X
Posted 6-May-2019 22:13


The ultimate dog photoshoot with Nokia 9 PureView #ForgottenDogsofInstagram
Posted 6-May-2019 09:41


Nokia 9 PureView available in New Zealand
Posted 6-May-2019 09:06



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.