Technical support in a Web2.0 world

by Stii

I’ve been in this industry for ages. I once was a support guy, you know, that guy people love to hate!

Ever since the focus shifted to the user in the Web2.0 landscape, support has changed significantly. Why? People can voice their frustrations almost anywhere. Whether it is on a blog, on twitter, on a muti comment, the possibilities are almost endless. Thing is, it is vital. If you care for your business and whats been said about it, you need listen and listen carefully, everywhere!

Twitter is a brilliant support channel. We at Afrigator try to monitor it closely as do the Zoopy guys, I see. People easily vent a frustration on Twitter and normally this would be the first step before an issue gets bigger and more vocal. If you can respond quickly you would have given pretty decent support.

So if you’d like to have a better level of support, join me or Lester or Justin on Twitter and @reply us and we’ll jump! (Disclaimer: if we’re available that is! We’re only human afterall…) :
http://twitter.com/stii (Me, code monkey, wannabe ninja-constrained-by-excess-bodyweight)
http://twitter.com/justinhartman (Justin, he who does it all)
http://twitter.com/stereo_type (Lester, Coffee getter guy and oke who is great with words)

And for the Zoopy’s (I’m sure they won’t mind if you do the same ;-) ):
http://twitter.com/jasonzoopy (Jason, MD/Owner/Insomniac)
http://twitter.com/nicharry (Nic Haralambous, Joburg office manager and all round good guy)
http://twitter.com/neil_garb (Neil Garb, lead developer and accidental genius)