Top Menu

Tag Archives | Technical Support

I’ve been struggling with the following issue for some time. We’re receiving a lot of ‘how to’ questions through the tech support call center and the higher-ups believe these questions don’t fall under the tech support contract; thus we should charge the customers for these specific types of questions per call. I would like to find out exactly how many of these questions are coming in, why they are coming in and what the exact subjects are to identify a pattern. Unfortunately, I’ve been asked to move straight to the ‘how do we charge them’ item. I’ve looked into a lot of companies and I have yet to locate a company that actually has both ‘umbrella contracts’ and ‘per incident contracts’. I have a lot of red flags flapping around my head in implementing this (i.e. the poor customer service that could occur when a rep says “So sorry, I know the answer to that but in order for me to help you do that simple ‘how-to’ task, you must give me your cc number). Regardless, I’ve been assigned the task and need to find the solution. Do you know of any companies that are offering both types of contracts or can you give me any advice on how to design this type of contract separation?

I've been struggling with the following issue for some time. We're receiving a lot of 'how to' questions through the tech support call center and the higher-ups believe these questions don't fall under the tech support contract; thus we should charge the customers for these specific types of questions per call. I would like to […]

Continue Reading