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I know the product better than Tech Support... It's a problem.

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Daniel J. Mondello

Daniel J. Mondello

Boss
Oct 17, 2011
181
49
First Name
Dan
#1
How do you guys manage your time spent with your Tech vendors support personnel? I am finding more and more that I understand our vendor's products better than many of their support staff do. Is anyone else experiencing anything like this? If so, how are you coping?

All I know is that I am spending far more time on the phone with support than I would like to be. This is an issue with our website provider (from time to time) as well as our CRM provider.
 
#3
All I know is that I am spending far more time on the phone with support than I would like to be.
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Dude.... I completely know where you are coming from with this. Ton and Tons of time spent on the phone explaining to tech support that the tool can do xyz but the rep can't figure out how. Or... better yet, you battle with the account rep and you end up having to explain and write the code for them and give'em step by step instructions on what to tell the person in production on how to execute it to achieve the results you want and have them to read the ticket back to you.


Is anyone else experiencing anything like this?
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Yep!!!

If so, how are you coping?
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First Step...
Ask the question, "Sooo... You been with these guys for a while??" Their answer gives me an idea of how thorough I need to be. In most cases, I've been using the tool longer than they have been employed there. Try to be patient but... After the 4th or 5th time explaining my issue, I go to step two.

Second Step...
"Bro!!!! Is your manager there or near by??? Can you please have him to get on the phone with me or look at this." Sometimes, you have to take it a step further but not to often.


Sometimes it feels like the people who know what they need get a roadblock from the person/vendor who can execute.
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I've said it many times, I wish that the vendors could provide a test of some sorts for the dealers and based on your scoring, that would determine the editing / access level your granted or the skill level of the tech support person you deal with.
 
Dominion DMS
#4
I definitely feel fortunate. I'm friends with some of the website vendors, so my requests tend to get handled better. Next time you are at a conference you should just buddy up with one of the account reps that seems to know what they are doing. Then, just funnel all requests through them.

Can't get any worse, right?
 
#5
Daniel J. Mondello said:
Is anyone else experiencing anything like this? If so, how are you coping?
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YES!! I look in as many crannies of the 'university' or 'help files' as I can think of, and I call as little as possible. For some of the systems we use I know my favourite support people names, maybe even voices.

Daniel J. Mondello said:
All I know is that I am spending far more time on the phone with support than I would like to be.
Click to expand...
If I've explained how to do something basic enough that I start to get frustrated; I'll go "Oh, I just figured it out, thanks for your help" and then call back and hope to speak with someone else.

(Our current CRM is actually pretty good with tech support, and they give me a consultant - a reliable, knowledgeable and consistent one.)
 
Dominion DMS
#7
My experience this morning using the Chat feature with GM in the program info site(BTW, this was my first visit into this site).

I blocked out the Chat reps name.

Powered by LinkLive [10:49:16am] Thank you for contacting GM Program Headquarters.
[10:49:16am] Thank you for contacting GM Program Headquarters. All of our representatives are busy assisting other customers, your contact is important to us. Please wait for the next available representative or try again later. Thank you.
[10:49:38am] ......:

Hello, my name is ****** How may I help you?

[10:50:06am] you:
******, I need your help. Do you have access to vehicle info?

[10:50:58am] ******.:

Yes. I can look up vehicles.
[10:51:23am] you:
Great. Can you tell me what you have the MSRP is listed at on this vehicle

[10:51:26am] you:
3GTU2VEC9EG404283
[10:52:24am] ******.:

I apologize, but what do mean by MSRP?
[10:53:03am] you:
Manufactures Suggested Retail Price
[10:53:52am] ******.:

I apologize, but we don't have information on the MSRP. We can look up vehicle information after a dealership reports a VIN on Global Connect.
[10:56:23am] you:
GM is sending the MSRP for this vehicle to my website (Cobalt) for the Open House Event. It's a different price than whats in Global Connect. I'm trying to figure out why this is and get it corrected so that the correct pricing will display on the website.
[10:58:30am]******.:

We handle award programs for GM. I apologize, but we don't have access to the Manufactures Suggested Retail Price. If you require assistance with the MSRP then please contact your District Sales Manager.
[10:59:02am] you:
Ok. Thanks
[10:59:16am]******.:

Is there anything else I can try to assist you with at this time?
[10:59:27am] ******.:

The reference number for this conversation is xxxxxxxxxxxx.

[10:59:30am] you:
Nope. I good



Note to self... Never ever, ever, FREAKING EVER use this ever again!!
 
#8
Daniel J. Mondello said:
How do you guys manage your time spent with your Tech vendors support personnel? I am finding more and more that I understand our vendor's products better than many of their support staff do. Is anyone else experiencing anything like this? If so, how are you coping?

All I know is that I am spending far more time on the phone with support than I would like to be. This is an issue with our website provider (from time to time) as well as our CRM provider.
Click to expand...

This is becoming a problem on our end to the point where we have exhausted most of our options. Sometimes it is best to take a step back and remember that being a web/tech savvy client is a minority as far as their clients go, and to maybe just find a vendor better tailored to your team's experience and technical levels. We are currently shopping vendors for this very reason.
 
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Dominion DMS
#10
This is becoming a problem on our end to the point where we have exhausted most of our options. Sometimes it is best to take a step back and remember that being a web/tech savvy client is a minority as far as their clients go, and to maybe just find a vendor better tailored to your team's experience and technical levels. We are currently shopping vendors for this very reason.
Click to expand...

One unconventional approach is to bring your website marketing in-house. If you have several stores, your vendor fee can afford a pretty good developer salary along with better support. You'll get a much better return on purchasing developer time too.
 
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