Date: Fri, 17 Jan 1997 02:44:16 -0800 From: "Jordan K. Hubbard" <jkh@time.cdrom.com> To: Annelise Anderson <andrsn@andrsn.stanford.edu> Cc: Amancio Hasty <hasty@rah.star-gate.com>, Michael Smith <msmith@atrad.adelaide.edu.au>, chat@FreeBSD.ORG Subject: Re: FreeBSD into larget corp. environment? Message-ID: <11447.853497856@time.cdrom.com> In-Reply-To: Your message of "Sat, 04 Jan 1997 21:39:16 PST." <Pine.BSI.3.94.970104212237.22115A-100000@andrsn.stanford.edu>
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> My view is that phone-in tech support (as an initial contact) is > an inherently flawed approach. You cannot possibly pay what anyone > good enough can get doing other work (nor would they want to do it). > It is especially problematic with a small staff. The person who So you think that the customer won't insist on talking to a human being as an initial contact? I guess I really don't have a good feel for how customers regard email as an effective support tool these days. If they're comfortable with the idea of just sending a message into the void and expecting some sort of timely response back from us, well, I guess I certainly won't argue. I'm just not entirely certain of that latter point. > But the point is really to do something rather than nothing, and > starting with phone-in tech support from an office is sufficiently > daunting in terms of costs and organization that it is unlikely to > get done at all. And it seems important that something be offered, > even if it is not perfect. So, I guess what you're saying is that there are already enough bodies who are willing to work through a company like FreeBSD, Inc that we could present a credible tech support picture to FreeBSD sites? Hmmmmm. And who's going to be the business manager for this again? This sounds suspiciously like a lot of ongoing paperwork. :-) Jordan
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