- Infrastructure or product changes (upgrades, conversions, installations): 42%The second last figure caught my eye: Lack of customer competency! So clearly the help desk customer, in some cases, are incompetent. It reminded me of the time I ran a help desk many years ago and my boss and I went to our chairwoman’s home to fix her printer. Yes, you know the answer. It was unplugged. However, in many cases – especially in this economic climate – training is sacrificed. Lack of training generally is the cause of “incompetence”. Except in the case of the printer power problem that two of use solved.
- Expanded server offerings by the support center: 25%
- More customers: 19%
- Increased awareness of support center: 7%
- Lack of customer competency: 5%
- Poor product quality: 3%
Oh, and let’s not even get started on “poor product quality”. At least that was bottom of the list at 3%.