Why software companies have support departments

Ask any software vendor what the percentage of support incidents they handle involve a problem with their product, then the figure they will give you will almost always be low. Of course there are bugs and fixes, but the vast majority of calls to their support team are due to one major fault. Us.

When we download our new software package we are offered a library of reading material. Firstly, the terms and conditions. Competing with London Telephone Directory (circa 1980) for its size, it might as well be written in invisible ink for all we care. And then there’s the read me file. I’d rather not thank you. In both cases, the vendor has presented us with important information on how the licencing and the product works, but it is done so in such a way that nobody really bothers to read it.

The same applies to user guides, help files, installation manuals and FAQs. All written with the best intentions, but rarely read.

So it is no surprise that when we call the software vendors support department with our unique problem, it is dealt with quickly and we are on our way. The thing is, our problem wasn’t unique. The answer was in front of us. It was in that help file, it was clear to be seen in the user guide and short of a software engineer standing next to us and shouting in our ear, there is nothing more that the vendor could do.

Or is there?

Increasingly we look to videos for answers. Short, concise, easy to understand bite-size chunks of information that are easy to take in. Software companies are depending more and more on this media to allow their users to become more self- sufficient. This, in turn, reduces the overhead on their support department.

If well written and expertly delivered, video tutorials are an essential aid to any software company looking to reduce costs and improve service.

Email info@raiveon.co.uk for details on how Raiveon can help.

Leave a Reply

Your email address will not be published. Required fields are marked *