Consulting Tip

Take the Pain out of Software Support

Bill Herndon got a deluge of suggestions from members of CompuServe's Computer Consultant's Forum when he asked for suggestions on to how to deal with an overwhelming volume of technical support calls generated by his software package. He summarized the most useful replies he received as follows:

• Create support checklists. Try to figure out the most common problems and how to find those solutions quickly. He notes that doing this quickly revealed how a few minor improvements in the product interface, documentation, and the software itself has eliminated many of these problems.

• Develop high-end user training and possibly include it in the initial price of the package.

• Encourage customers to have a single contact person--with the hope that THEY get pestered with all those little questions.

• Charge more $ for immediate support, less for fax support with 24 hour response.

• Rotate coders through tech support. It keeps them in touch with the customer and "encourages them not to get sloppy since they know they'll have to face the music."

• Outsource the support to consultants, preferably more than one so you have backup.

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