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How to Work Better with Print Software Technical Support

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.

Wednesday, January 19, 2022

When I initially engage with print businesses about their print software, one of the first things I hear about is how terrible they think the technical support is for their current software stack. I have spent some time on the software vendor side as well as representing print businesses as a consultant. A technical support desk is a tricky thing to run and a tricky thing to interact with successfully. Let me explain tricky from both sides of the equation. 

A technical support desk is a catch all for everything that you (the print business licensing the software) thinks is a software issue. Let me just state that lots of issues get sent to the technical support desks of software vendors that have almost nothing to do with the software.

A technical support desk is tricky to engage with as a customer of the software vendor because your people (the employees using the software) are experts at their job in your business. Their perspective is very limited, and they communicate from that limited perspective. Whereas the employees working at the support desk are getting bombarded with issues across all their customers, so their perspective is wider.


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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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