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GeneralRe: User Error Reporting Pin
Jacquers1-Apr-14 23:31
Jacquers1-Apr-14 23:31 
GeneralRe: User Error Reporting Pin
S u n s h i n e1-Apr-14 23:28
S u n s h i n e1-Apr-14 23:28 
GeneralRe: User Error Reporting Pin
Jacquers1-Apr-14 23:30
Jacquers1-Apr-14 23:30 
GeneralRe: User Error Reporting Pin
OriginalGriff1-Apr-14 23:32
mveOriginalGriff1-Apr-14 23:32 
GeneralRe: User Error Reporting Pin
Simon Lee Shugar1-Apr-14 23:37
Simon Lee Shugar1-Apr-14 23:37 
GeneralRe: User Error Reporting Pin
ravikhoda1-Apr-14 23:38
professionalravikhoda1-Apr-14 23:38 
GeneralRe: User Error Reporting Pin
Sanjay K. Gupta1-Apr-14 23:39
professionalSanjay K. Gupta1-Apr-14 23:39 
GeneralRe: User Error Reporting PinPopular
_Maxxx_1-Apr-14 23:47
professional_Maxxx_1-Apr-14 23:47 
Triage,

Employ someone cheap with little or no knowledge of the technology or the systems, to take the support calls/emails etc.

Never EVER let the users talk to anyone who knows anything about anything, unless they (the customer) are called directly.

Have the triage person trained to ask all the questions you know need asking and, if you don't get the information, go back to the triage person who then calls the customer and asks for the information.

The triage person can be on the customer's side "I know, I thought what you told me sounded fine, but for some reason they need to know if it was the iPad version or the PC version you were running"

Also Mr. triage can be pro-active - tell the customer they'll be called back within 2 hours, then calling them back, within 2 hours even if only to let them know there's no news.

internally you can continue to use the existing systems you do, safe in the knowledge that Mr. traige is getting all the information for you.

And Mr. triage is much cheaper than you.
GeneralRe: User Error Reporting Pin
S u n s h i n e2-Apr-14 0:01
S u n s h i n e2-Apr-14 0:01 
JokeRe: User Error Reporting Pin
Johnny J.2-Apr-14 0:02
professionalJohnny J.2-Apr-14 0:02 
GeneralRe: User Error Reporting Pin
_Maxxx_2-Apr-14 0:49
professional_Maxxx_2-Apr-14 0:49 
GeneralRe: User Error Reporting Pin
chriselst2-Apr-14 1:16
professionalchriselst2-Apr-14 1:16 
GeneralRe: User Error Reporting Pin
_Maxxx_2-Apr-14 1:17
professional_Maxxx_2-Apr-14 1:17 
GeneralRe: User Error Reporting Pin
Kornfeld Eliyahu Peter2-Apr-14 0:24
professionalKornfeld Eliyahu Peter2-Apr-14 0:24 
GeneralRe: User Error Reporting Pin
Dave Kreskowiak2-Apr-14 2:08
mveDave Kreskowiak2-Apr-14 2:08 
GeneralRe: User Error Reporting Pin
Jörgen Andersson2-Apr-14 2:10
professionalJörgen Andersson2-Apr-14 2:10 
GeneralFrozen Pin
chriselst1-Apr-14 23:13
professionalchriselst1-Apr-14 23:13 
GeneralRe: Frozen Pin
Rob Philpott1-Apr-14 23:23
Rob Philpott1-Apr-14 23:23 
GeneralRe: Frozen Pin
Blue Waffle1-Apr-14 23:25
Blue Waffle1-Apr-14 23:25 
GeneralRe: Frozen Pin
Simon Lee Shugar1-Apr-14 23:34
Simon Lee Shugar1-Apr-14 23:34 
GeneralRe: Frozen Pin
chriselst2-Apr-14 0:06
professionalchriselst2-Apr-14 0:06 
GeneralRe: Frozen Pin
Corporal Agarn2-Apr-14 2:03
professionalCorporal Agarn2-Apr-14 2:03 
GeneralRe: Frozen Pin
OriginalGriff1-Apr-14 23:37
mveOriginalGriff1-Apr-14 23:37 
GeneralRe: Frozen Pin
chriselst2-Apr-14 0:26
professionalchriselst2-Apr-14 0:26 
GeneralRe: Frozen Pin
Johnny J.1-Apr-14 23:42
professionalJohnny J.1-Apr-14 23:42 

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