Building Relations with Technical Support
summary
How to set up effective relationships with a technical support team: which communication channels to offer users when they have questions or problems, and how to direct users to the right place. The talk covers practical choices for support workflows and contact options to improve user help for a service.
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chapters (10)
- 0:00Introduction
- 2:17Support role in user aid
- 4:26Ways to contact support
- 9:03Support prep for releases
- 12:43Ticket handling process
- 16:42Key support skills
- 24:14Real bug analysis
- 31:37Handling non-standard cases
- 36:18Summary
- 39:30Q&A
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