A Suggestion Or Two
 | by Drew on February 21st, 2008 |
By now you are aware that we launched our Private Beta yesterday. Things are going great! Diego and I are both quite pleased with the results from the chat sessions yesterday. Customer service was exceptional and tech support was top notch. We did notice a few little things that may help with chat communication. Ok, correction. I noticed a few things that I think might help. You see, I always think of my folks and how they would react to certain words or certain computer terms.
- So I have come up with a little list for us all to think about (and add to in the comments section).
- Start Menu may be confusing. Try saying something like Start button or Start icon. (use visual terms)
- Folder direction can be abbreviated by using alligators. For instance, Start > Control Panel > Display > Desktop Tab
- Spell out acronyms like SP. Not everyone knows it stand for Service Pack
Can anyone think of any others?
February 24th, 2008 at 7:24 pm
I agree. Since the customer can not see you, it is best to make sure that your chats between you & the customer paints a visual picture for them to see. A good point to remember (and god knows, i forget too), is that our customers sometimes may not be as knowledgeable as we, the technician are. So make sure they have a complete understanding in what you are explaining to them. Great thought Drew.
February 25th, 2008 at 4:12 pm
And all these years I thought SP stood for Sausage Pizza, mmm pizza. Great, now I’m hungry. Thanks a lot Drew!