Customer Support

[Modeps]

Among other roles at my company, I perform a bit of customer support due to the fact I know our software products pretty much inside and out. Not the most glamorous, but someone has to do it (and it's not the only thing I do, so I dont mind as much).

Our product is web based and due to browser limitations, supports IE 5.5+, Netscape 7.1+, Mozilla 1.3+ on the PC, and Netscape 7.1+, and Mozilla 1.3+ on the Mac.

This morning we got an email from a client who obviously doesnt know much about computers... what browser she is using, or even what "system requirements" are.

Hi, I'm trying to [do something] on the website and it's not working. I'm using a Macintosh G4 with Internet Explorer 6

Considering Microsoft stopped development on Mac IE at 5.2, I think she may be mistaken.

 

[Hyperblaze]

politely let her know this and inform her on how to check the version of the web browser she is using.

 

[slag]

and??????

Not everyone can be as technically savvy as you are.

 

[BigJ]

I don't see this as *that* big of an error. Now if she had called up saying she's using an Athlon G4 Extreme Edition with Mozilla Netscape 67.3, then it would be a more amusing rant.

 

[Modeps]

I wasn't ranting, I wasn't even complaining; I just found a bit of amusement in it and thought you may too. I guess not, because this is ATOT and people love to immediately turn something against the poster. Good Times.

 

[T2T III]

Maybe, it was IE for the Mac .... Version .6 ??

 

[Hyperblaze]

Originally posted by: Modeps
I wasn't ranting, I wasn't even complaining; I just found a bit of amusement in it and thought you may too. I guess not, because this is ATOT and people love to immediately turn something against the poster. Good Times.

It's not that. Maybe we are just too desensitized to folks who are less knowledgeable then we are.

I've done my share of customer support, and unless it's really *out there*, you won't get much of a reaction out of me