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GeneralRe: Screenshots vs text... Pin
Kirill Illenseer6-May-18 20:42
MemberKirill Illenseer6-May-18 20:42 
GeneralRe: Screenshots vs text... Pin
Bruce Patin7-May-18 10:22
MemberBruce Patin7-May-18 10:22 
GeneralRe: Screenshots vs text... Pin
Kirill Illenseer18-Jun-18 20:09
MemberKirill Illenseer18-Jun-18 20:09 
GeneralRe: Screenshots vs text... Pin
Gary Wheeler7-May-18 2:33
MemberGary Wheeler7-May-18 2:33 
GeneralRe: Screenshots vs text... Pin
dandy727-May-18 3:50
Memberdandy727-May-18 3:50 
GeneralRe: Screenshots vs text... Pin
Gary Wheeler7-May-18 4:02
MemberGary Wheeler7-May-18 4:02 
GeneralRe: Screenshots vs text... Pin
thewazz9-May-18 12:20
professionalthewazz9-May-18 12:20 
GeneralRe: Screenshots vs text... Pin
Kirk 103898217-May-18 2:41
MemberKirk 103898217-May-18 2:41 
Oh, user interactions.
We gave 800 support for our cheap DOS product, and our customers got used to it. It was starting to bankrupt us. They'd call for EVERYTHING (like, hey I formatted my C: drive, your software wont run).

Worse, we actually logged EVERY support call, and wrote a help system that covered 99% of our daily calls, but NOBODY would press F1 and look up their problem.

I was a lead developer, and I took to the Help Desk as a support person for 2-3 days to get to the bottom of this. Great customers. Just lazy.

Our new process, whenever ANY client called...
- Did you press F1 and check the help?
- Lets do that now! (No, you have to... No, I can't just tell you the answer. Please Press F1)
- If you read the 15 things on you screen, which one is the best match? (Try it!), (Yes, you should feel stupid, but that's okay. Have a great day).

In 3 weeks our calls plummeted. Every customer knew that if they called us, we would force them to use F1. This was for a couple of reasons. First, most people are afraid to try new things. These were 40yr olds, not 16 year olds. Second, the simplest route is always tried first. 800#s have ZERO cost to them. Third, we NEVER made it painful. (I used this lesson with my teenage daughter, when she asks me to GOOGLE something for her, while she is doing homework on her computer!)

SUGGESTIONS:
1) Realize that they may be using another computer, and can't get copy text off of it?
2) Start emailing them back the instructions, spelled out, and wait for a proper response
3) Invest/Write a quick and dirty OCR program that works on the screenshots.

I like #3 because it would make a great little article...

GeneralRe: Screenshots vs text... Pin
dandy727-May-18 5:18
Memberdandy727-May-18 5:18 
GeneralRe: Screenshots vs text... Pin
Kirk 103898217-May-18 5:38
MemberKirk 103898217-May-18 5:38 
GeneralRe: Screenshots vs text... Pin
Max Santos7-May-18 3:39
MemberMax Santos7-May-18 3:39 
GeneralRe: Screenshots vs text... Pin
dandy727-May-18 5:20
Memberdandy727-May-18 5:20 
GeneralRe: Screenshots vs text... Pin
svella7-May-18 5:42
Membersvella7-May-18 5:42 
GeneralRe: Screenshots vs text... Pin
dandy727-May-18 6:35
Memberdandy727-May-18 6:35 
GeneralRe: Screenshots vs text... Pin
Elrond7-May-18 23:31
MemberElrond7-May-18 23:31 
GeneralRe: Screenshots vs text... Pin
Billy-T10-May-18 16:27
MemberBilly-T10-May-18 16:27 
GeneralRe: Screenshots vs text... Pin
dandy7211-May-18 4:22
Memberdandy7211-May-18 4:22 
GeneralRe: Screenshots vs text... Pin
The Joyful Programmer14-May-18 11:27
professionalThe Joyful Programmer14-May-18 11:27 
GeneralRe: Screenshots vs text... Pin
dandy7215-May-18 2:56
Memberdandy7215-May-18 2:56 
Generalthe danger of bare selfies that give one pause Pin
BillWoodruff4-May-18 8:49
mveBillWoodruff4-May-18 8:49 
GeneralRe: the danger of bare selfies that give one pause Pin
Maximilien4-May-18 8:54
MemberMaximilien4-May-18 8:54 
GeneralRe: the danger of bare selfies that give one pause Pin
BillWoodruff4-May-18 20:23
mveBillWoodruff4-May-18 20:23 
GeneralRe: the danger of bare selfies that give one pause Pin
OriginalGriff4-May-18 9:07
mveOriginalGriff4-May-18 9:07 
GeneralRe: the danger of bare selfies that give one pause Pin
User 84204-May-18 9:39
MemberUser 84204-May-18 9:39 
GeneralRe: the danger of bare selfies that give one pause Pin
TheGreatAndPowerfulOz4-May-18 13:03
MemberTheGreatAndPowerfulOz4-May-18 13:03 

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