I recently did a presentation for Revit RVA called “A Day in the Life” that chronicled an actual day of Revit support I had recently. A topic that I brought up that got some interesting looks was the idea of the need for customized support.
I’ve said it before, but the premise is that not every user learns in the same way. Along those lines, not everyone responds to support in the same way, since at the end of the day a big portion of Revit support is getting your users to learn something new.
If you are support person, or want to be one, it is critical to get to know your users. That may seem like a no-brainer, but I have seen MANY support departments that to consider themselves floating in a little bubble, only sending help “out” and not taking the time to know their users and support them in a way that suits them.
This isn’t rocket science; a support person should know the technical level and experience of their users. Can you trust that they are communicating the problem properly? Do they just need a little nudge in the right direction or do they need you to walk them through the problem and solution? Is this time for them to learn what might come next for this issue, or is that just going to frustrate them more?
All of these mental evaluations can only be done if you know your users. It saves time for everyone, and the user gets a better support experience.