25 years ago I was the lead tech for the Unix customer support group at IBM Research. I answered the hard questions. After that I worked as a business process and security consultant until I retired. I feel that I know whereof I speak.
If you measure the time that a ticket stays open, you will get tickets closed quickly. If you measure time to initial interaction, more emphasis will be put there - and in both cases, the actual customer experience will suffer.
YOU GET WHAT YOU MEASURE…and so you need to be very careful about what you measure. If what you measure does not have a direct hook into “did the customer get their question answered”, and were they happy with the interaction, you are measuring the wrong thing.
Lazy managers want to measure simple things, “How long was it until an answer was entered for the question?” “How many questions are open?” or even worse, “How much time does a consultant spend on answering a question,” or “how many questions does a consultant answer per day,” or “how many times a day does the consultant refer an answer to a higher level of technical support”?
Those things are easy to measure - and measuring them will make your answer quality go down. Measuring any of the last three will make your quality go down quickly.
Measuring the quality of customer service is actually very difficult. Arguably, the way to do it is to actually look at some or all of the individual interactions and determining if the consultant is attempting to solve customer problems or make their numbers look good.
I have trouble finding the area of support I need and sometimes there seems to be no area that corresponds with what I need.
I put in tickets and get responses but have no idea that I have gotten those responses. You should text and e-mail.
I really wish I could just make a ticket by e-mail and get my responses that way. Having to use an unfamiliar scheme to ender tickets makes the system weird to me…especially because there is more than one web portal - but there is only one Bambu Labs.
Responses seem slow. I put in a ticket, check a couple times, stop checking, get a response, I don’t see it, and then the ticket is closed on me. Hope your stats look good because you close tickets automatically.
I give you a clear description of what is going on. You tell me, “Send me a video.”
Are you telling me that you think I am lying or that you simply don’t understand english that I thought was clear? Or are you just trying to put an obstacle in my way that will make me less likely to actually follow through with my support request.
Every time you tell a customer that they have used your system improperly and put a request in the wrong place, that is your failure, not theirs. Every time you ask a customer for more documentation where the explanation is already complete, that is a brush off, and is your failure.
I would not have rated you as high as 2.5.
There should be a single point where customers enter tickets. While the customers might do some presorting because they want to, there should be an “other” category and any reassignment of tickets should be done transparently to the user.
Tickets should only be able to be closed by the user. If this makes Bambu’s stats look bad, they can change the ticket’s status to answered (and if the answer is determined to be a “brush off” like asking a customer for info they have already provided, asking for information it is easier for someone from Bambu to determine than the customer, asking for information that has absolutely no bearing to the actual question etc., then the time in “answered” status should be counted as an unanswered waiting question.
As an example, my wife noted that the fact that Bambu Suite does not deal with text on a path means that you have to convert everything you bring in from, for example, inkscape where you have had to do simply to put text on a path and then convert it to paths rather than text, makes Bambu Suite more or less useless. She is right, and moving an SVG from one to the other means that the two programs interpret the SVGs differently. When I tried to google, it pointed me here…and that got you this rant.
The user should have a single place to enter their ticket. Again, any classification that they do should be optional. Making the user sort their tickets makes your system opaque because of the way that stuff is entered.
I have been 3d printing on and off for 5 years or so, someone broke in and vandalized all my printers. I bought a Creality and an H2D…I can get Creality parts from Amazon with one day shipping if I have to replace hotend parts because I got a blob of death. i spent money on an H2D and can’t figure out how to buy stuff for it because your web site jumps all around and I have no idea of who or how to complain.
I’m really surprised what a 3d printer for that money can do…all the automatic calibration stuff und the eco system usw…my first prints also looking great und i had zero issues…pretty sure I will buy the non mini too…very soon 