One time when I started a new job I went to the Support Manager and asked the same sort of question. He said that about 20% of the help calls were for a single question that EVERY new customer called in. There was no mention of the Administrator password that was automatically set up when you installed the product. I got that and a few other questions and answers out of him and wrote up a FAQ-y document and posted it on the BBS (this was a long time ago).
A couple of days later he showed up in my office with a case of beer and thanked me and said that whatever he or his staff could ever do to help me, all I had to do was ask. It seems that the call volume dropped about 50% the day after I posted my document, and he and his staff were freed up to concentrate on the stuff that really needed their attention, and not on the mindless drivel that they usually had to cope with. John G Someone wrote: >> When I spoke to the tech support staff, they insisted the >> biggest customer complaints and most common tech calls were >> "user error." So, I started making a list of "frequently >> committed user mistakes"--I just didn't call it that on the >> website. ______________________________________________ Are you a Help Authoring Trainer or Consultant? Let clients find you at www.HAT.Matrix.com, the searchable HAT database based on Char James-Tanny's HAT Comparison Matrix. Contact [EMAIL PROTECTED] for details. Interested in Interactive 3D Documentation? Get the scoop at http://www.doc-u-motion.com -- your 3D documentation community. _______________________________________________ Technical Communication Professionals Post a message to the list: email [EMAIL PROTECTED] Subscribe, unsubscribe, archives, account options, list info: http://techcommpros.com/mailman/listinfo/tcp_techcommpros.com Subscribe (email): send a blank message to [EMAIL PROTECTED] Unsubscribe (email): send a blank message to [EMAIL PROTECTED] Need help? Contact [EMAIL PROTECTED] Get the TCP whole experience! http://www.techcommpros.com
