Support Vision

Questions, Questions, Questions
By Derick Larson

What do you expect when you call support? Do you typically just have a “How do I…?” question. Has your customer asked you to add an enhancement? Have you heard about an upgrade and want to know what’s included?

When you call support, we ask a lot of questions. We ask questions to try and figure out what’s wrong. Asking questions is part of our diagnostic process. We use the answers to narrow down options and present solutions.

The next time you have to call support—or even better, when you don’t have to call support—take the opportunity to ask us questions about our products. We’re always happy to explain how a new feature works, or how we’ve seen other customers use Kinetic Data applications.

A great example of this is the new Kinetic Task Engine that comes bundled with Kinetic Request, Version 5. While we offer a couple of classes on the Kinetic Task Engine (shameless plug—Kinetic Data’s Training Schedule), it may be awhile before customers can get up to speed with configuring and using the new features. While you ask questions about issues you may have with the Kinetic Task Engine, please ask us questions about how you could use it and how other customers are using it.

My name is Derick Larson and I’m one of the folks providing support and training to users of the various Kinetic Data products.

 

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