We’ve been doing some audits and running some numbers on our ticket queues lately. What we’ve found is that there are a lot of recurring issues that are actually very basic in nature, but that our Customers either aren’t able to find the answers to themselves or they don’t realize that the answers are actually just a quick KnowledgeBase search away. So, we’re introducing our “Snappy’s ProTips” blog series. The issues we will be discussing herein account for literally hundreds of support requests each week. Our hope is that, via this series, we can raise awareness as to the resolution of common issues and facilitate not only a higher level of learning for our Customers, but also a faster response time on more involved issues by clearing out some of these more basic requests. We’re always happy to assist with anything, however it stands to reason that for these more basic issues that you’d just assume not have to wait for a response via ticket from us when you can truly (and much more efficiently) handle it yourself in real time.
See the original post:
Snappy’s ProTips, pt. I