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Using a software support desk is not anyone’s favorite activity. You have more control than you think over your ability to get what you need via your software vendors support desks.
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About Jennifer Matt
Jennifer Matt is the managing editor of WhatTheyThink’s Print Software section as well as President of Web2Print Experts, Inc. a technology-independent print software consulting firm helping printers with web-to-print and print MIS solutions.
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Discussion
By Chuck Thornburg on Jan 19, 2022
Hi Jennifer, I am the Sr. Software Support Specialist for OneVision, Inc. and concur with your article. Our clients range from smaller commercial printers all the way up to very large multi-site companies that use the software differently at each site based on their specific expertise and understanding of the software. No two customers approach the software the same way and the resolutions can be totally different. With that said, anyone providing support has to "read between the lines" per se to better understand the issue and then ask questions to get to the real issue. The customer may perceive the issue one way, but the issue may actually be caused from something entirely different. Communication is the best tool that both support and the customer have at their disposal. Ask, if it is unclear, discuss the options, and provide the best resolution for the problem.
By Joe Fedor on Jan 19, 2022
Great list here Jen, thank you! Easily and without a doubt, if someone follows these tips, their support experience will improve, regardless of the vendor.
And #2, heck, that’s not just for tech support, that’s a life hack!