Why Not Outsource support?
I was reminded the other day of just how successful outsourcing support can be when one of my clients needed some assistance with " unintuit slowbooks". I've never had a lot of very nice things to say about that product (yes, I used it myself for years until they went to their "everything you do has to be tied to the internet" format). Well, all he wanted to be able to do was to download a simple upgrade he paid for, along with a new state tax form. He made it through the downloading part okay, then when he went to actually install it, the "download" needed to download MORE stuff that it required to work. Then came the fun. "ERROR 4402: your internet connection must really be screwed up because it couldn't possibly be OUR fault". Their online help consisted of "if you are having trouble accessing the internet.... and check with your ISP if you think something is wrong since it couldn't possibly be on our end" . Okay, we didn't find any issues on his end remarkably enough after reading up on all of the potential issues we SHOULD be having if their product wouldn't install properly. Ports open, firewall disabled, internet and computer turned on, tinfoil placed over our heads...... SOOOO, we called "Tech Support". We reached someone in an Indian call center and finally figured out she was asking for my name. Basically, it all boiled down to over an hour of "What did you just say?" and "Could you please repeat that, I didn't understand a word you just said" and she finally decided the easiest thing to do was to put the entire file into a private download area for us. (Wondering WHY they just don't do this to BEGIN with???)
This gave me the bright idea to mention to Boonex that they should consider outsourcing all of their support services to an Indian call center. Just think, all of the headaches of support handled professionally by a vopice you can barely understand on the other side of the world...... SWEEETTTTT (And you thought Microsoft's automated system sucked........)
The new Dolphin solution is powered by UNA Community Management System.
(hint: lack of information leaves only they to provide the needed higher-end of support)
Seriously, where is the documentation (and don't point me to that mess in the wiki)?...
10 Tickets for $1
and this mobilephone inbox like unity mailbox has to evolve to behave smart
all agent mails, sales mail support mail are all grouped together.
boonex should consider @mail or Free Zimbra mail client.
The issue isn't the way that email is handled, it's the fact they BoonEx has invested little to nothing in real support, and instead forces itself to believe that the community will somehow prevail, especially when all of us know jack-shit about what to do. They have released little documentation, and haven't even bothered see more
Realize how many developers are there for Boonex Dolphin, Trident etc
and Howmany WebMasters are there who want support from boonex.
7:thousands
certainly the support/development will suck.
for that boonex should decide to increase no of developers
or outsource parts of development to Indian or any other countries
or atleast should have their own offshore development center.
actually, there are lots of professionals wanting/ready to help boonex to get organized in development/support.
for see more
Wonder what they'd do if suddenly Everyone took them up on that offer? I mean, actually downloaded the program, kept the damn footers you're going to get anyway, didn't pay a dime, and went off to a commercial support company that honestly supports it?
LMAO. Ooops. Marketing Fail.