November 2010
1 post
3 tags
Lessons Learned: Choosing your "contact us" method
After supporting an enterprise-wide service for a few years now, I have had the opportunity to test support via email, phone, ticketing system, and web-based forum. Depending on the service you’re actually supporting, the number of users, and the support model you feel most comfortable with, there are pros and cons to each.
Something you should keep in mind while making this big decision:...