I wonder if some support depts (I look at you Tumblr) have this first response automated. MLOps if you want to use a fancy name, but basically a dumb canned answer based on the keyword(s) in your ticket title.
Re:Want quick answers? Ask questions well
by Macha on Wednesday August 31, 2022 @03:47PM
(#32667362)
Almost certainly.
Some of them (iirc Logitech is one), surface the automated answers and make you click through that you've tried them before letting you contact an agent. I imagine others have this done but don't make it as obvious to the user.
Actually this surfacing idea wouldn't bother me at all. But getting a fake answer from some "Joey" completely ignoring the problem description?
Re:Want quick answers? Ask questions well
by hirundo on Wednesday August 31, 2022 @03:26PM
(#32667107)
> As a user I have given up on providing this info. Any time I start a support conversation with a detailed analysis of what’s breaking, what I’ve tried, and even which resources I looked up …
I love tickets like that, they are so rare and make a resolution so much easier. So I try to compliment them without gushing too much.
And then, yeah, I sometimes still want to confirm that they've tried turning it off and on again. I'm that stupid, so it doesn't feel insulting to think that they might be too.
As a user I have given up on providing this info. Any time I start a support conversation with a detailed analysis of what’s breaking, what I’ve tried, and even which resources I looked up …
… the first question is always “Have you tried this obvious thing you just said you’ve already tried?”