Let’s face it: technical support is tough. Coming from a marketer, my trips to the tech help desk are usually binary – either good or bad. Small issues such as installing new software can be done by anyone at the help desk. It’s when you’ve got a bigger issue like a system crash where you need to recover files, or installing a wireless network in a new office in a third world country, when you realize that you’ve either been paired up with 1) an IT or tech support person who knows the answer or 2) one who doesn’t. Hopefully #2 will find #1.
In terms of functional role, perhaps developers use Quandora more on a frequency basis, but for tech support teams, Quandora is even more indispensable. We hear that tech support teams value Quandora and knowledge sharing more than any other role. Why is this?
Customer-facing = facing you
The expertise of a tech support person is so apparent because you are their clients, which makes makes tech support a stressful field. Their customers truly are their co-workers(!) who they see regularly and who can evaluate them easily – we know how to locate their managers. They can’t hang up the phone and disappear like a phone support person you would call at a home internet company, for example. But even more important, if they can’t help you, you can’t do your job, and that affects the company. Tech support is like oil that helps keep a motor lubricated and running. Without it, there are break downs. And so, they need tools to help them do their job quickly and correctly.
Most IT professionals go into their field because they’re passionate about technology, which is great. Hopefully they are ALSO passionate about fixing problems. They love getting to the bottom of an issue and finding out and fixing what isn’t working. Those are the ones you want. After they’ve been doing it a while, they’ve almost seen it all. But if there’s a new tech person or one who isn’t passionate about solving problems, they need to escalate the issue or…use something like Quandora, a knowledge repository.
Tech support/IT teams that use Quandora benefit because the team members with expertise can lift the game of those who don’t currently have the answer. In addition, the team members who are exceptional problem solvers can be identified based on their Quandora participation, so if there’s a true escalation that needs to happen, Quandora can lead the troubled parties to the right expert.
How do they use Quandora?
Quandora’s IT and Tech Support clients tell us that they are using Quandora in knowledge bases around type of issue, whether it’s remote or local issues, priority bugs, or help issues by office or team. They’re also happily getting specific, adding questions such as “VPN token expiration bug”, which becomes easily searchable within Quandora. Further, they add tags within Quandora to make it even easier to find the right content, for example, the above question will obviously be tagged with the term “VPN”. And lastly, they enjoy the reputation system within Quandora, where they achieve badges for adding value such as answering questions that get validated as the best answer and the metrics that show reputation score.
Let’s take this opportunity to thank all our IT and tech support professionals. You’re keeping our motors running.
More functional roles coming soon:
Happy Knowledge Sharing!