On Thu, 2009-07-09 at 08:13 +0800, Onno Benschop wrote: > My experience in this scenario is that if you go down the path of > individual pairing that paired support person becomes the single > contact > point for that user from then on. It happens today when a support > request gets resolved the user comes back with "while you're here", or > "can I ask you this in private", or "you helped me so much yesterday, > can I ask you another question" or any number of variations on that. > > While in itself rewarding, I find myself avoiding the channel for the > next week because I'm someone's "new best friend" - which is not > constructive, nor is it productive.
Yes -- this is also my experience on technical support (although I was *not* a manager, just a lead, and usually ended up called in by a direct customer request -- which we might ignore, or not.). I am sorry I did not go over it. I was thinking on the -- now getting more common in the US -- option you sometimes see on a web site: chat with an agent. This was, I guess, what I had in mind by my "or something like that". In this scenario you do not have a fixed IRC channel to get in -- you are put into a new, dynamic, channel, with your helper. As such, the requester cannot choose. One can look at this as a randomiser. Of course, when you are bumped to next-level-of-support, things *may* get more personal.
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