Re:I Quit: What really goes on at Apple
by josteink on Thursday April 09, 2015 @07:41AM
(#9346851)
> If customer support is a "cost center" for you, you're doing it wrong.
I think this can even be rephrased to "your engineering-team is doing something wrong".
Where I work we had a product which represented without any doubt the majority of our customer-service's tickets. Almost all of the tickets were related to deployment-issues.
This got communicated back to engineering. We fixed deployment, and now it's hardly in the support-stats any more.
If the organization just ignores feedback like this, customer support being costly should come as no surprise.
I think this can even be rephrased to "your engineering-team is doing something wrong".
Where I work we had a product which represented without any doubt the majority of our customer-service's tickets. Almost all of the tickets were related to deployment-issues.
This got communicated back to engineering. We fixed deployment, and now it's hardly in the support-stats any more.
If the organization just ignores feedback like this, customer support being costly should come as no surprise.