We answer the phone on the first ring. When you have a problem, we connect you directly with developers instead of hiding behind off-shore Level 1 support. We’ll stay on the line with you at 3am as you work through a problem. We’ll do a conference call helping you through best-practices on using the tool for your specific purpose
We employ actual software developers for Level 1 tech support and email, so you’re talking to someone who not only can answer every question but can even read the code to get answers. You’re talking to someone who has the power and ability to change the code to fix a bug or add a feature. That’s an inside track that no big company will offer
And consultants? Our consultants write blog posts about best practices
Just try getting a doctor's direct line or cell. It's almost impossible, they have receptionists because they'd be overwhelmed with patients calling them with stupid questions all day if they didn't.My question is this: Has anyone actually tried employing actual software developers for Level 1 tech support and email and been able to keep good developers on staff and have the process run in a sustainable manner?
It's great to expose your software developers to real customers, within reason. But 24x7 rotations are way overboard. Keep a dedicated first-level support team, but rotate one developer at a time, during normal business hours, to take some calls as well, during an entire week. That will expose your developers to real customer issues, without burning them out.
Yes, Bloomberg LP does this. Tickets go directly to developers. They are paid very well, and Bloomberg terminals also cost a lot of money. Their customers can afford that level of support. Your product or service requires a high profit margin.
There is nothing wrong with hiring software developers for tech support. It helps to have an idea what's going on. It will be much more expensive however. Developers cannot BOTH provide general tech support and develop however. Your developer support must be exclusively support - they just happen to know software. It takes exceptional concentration for extended periods of time to develop software. Any, and especially frequent interruptions, especially from dumb people, only degrades productivity. Having product developers do general public tech support is very unwise. Level 2 or high value customers would be OK.