Baronhawk's Nest

I am handling a crisis remotely from home. A work related crisis. One that requires me to access our service provider's support system. A usual enough experience I suppose for someone whose work involves interacting on the world wide web.

But in my case it also triggered a case of preudo-nostalgia, especially after I realized that the support system I am accessing to handle the issue and its resulting support tickets is SupportSuite by Kayako.

In my previous career incarnation, I was attached to local software house, AzrulStudio (Azrul.com), a unit of Slashes & Dots Sdn. Bhd. One of the things I do there was to handle incoming customers support tickets on our very own customized Kayako support system.

I mainly handled the business development, copy writing, manuals and business correspondence side of things but we all contribute to handling support tickets. It helps us understand our customers more and develop a rapport with them. Something useful where ever you are (software development or business development) as it helps you to be able to deliver what the customers want.

It is strange, being on the customer side of the Kayako-curtain. My mind's eye painting the familiar scene of personnel on the other side frantically answering one tickets as several more 'dings' in on the ticket counter.

My imagination tracing its route as my ticket waits the ticks of the clock for its turn. Trying to understand their busy schedule and hectic situation.

But in the end, I guess being a paying customer on this side of the Kayako, I can't really care less what their issues are. Time is money, especially so if you are operating a business on the net.

Something that was drummed into me by my customers last time, especially the difficult ones from overseas, where the customer is always right, even when they are wrong.

But I do appreciate the care when ever a customer service representative took the extra effort to be proper, correct and pleasant especially since I do know how hectic it can be for them.

My particular tale dealt with the transfer of our hosting and some domain nameserver issues. I had to deal with Glowhost and local firm SKSA Technology. I am happy to say that both companies responded in a timely and pleasant fashion.

There is something to be said about professionalism after all.

I guess being once on the other side of the Kayako, I expect the same level of service that I used to dispense when I am on the customer side of the Kayako interface.