INSUBCONTINENT EXCLUSIVE:
This small software company does almost all its customer support through email, reports a pilot fish there.&For the first two years I was
there, all support email was handled via Outlook,& fish says
&However, we started to grow, and using Outlook became impractical; people started double-answering the same message.&So company invests in
a new support ticketing system that will allow better tracking of tickets and who is assigned to what.The company lead support tech tests
the new system for several weeks, and everything appears to be working fine
The rest of the techs are trained
The system is announced to customers as a big step forward in support
As a last step before launch, the support people create signatures to attach to all their outgoing messages to customers.
