In the community project management section, someone asked questions about technical support, I thought about it, gave some replies, if there is a corresponding company and individual, I hope to inspire and help. Original CINWAY: ========== Status ========== Some companies' products are applied to the actual project, including software and hardware After the failure, the customer can only contact the module developer. The software hardware system is developed by many people, but the actual construction personnel and customers can only find specific developers directly after encounter problems. When you solve the next other problem, you can find another developer. There is often this situation: After the fault is reflected, it is not resolved by other important things or in the short term, there is no echo. The company's product developers are all fighting. Everyone does not know what faults have encountered in things developed by others, and they have not learned, always repeating the previous mistakes that others have encountered. ========== Question ========== Want to initially promote the system reform from the establishment of a complete technical support system, this system is mainly for the process of productization, mainly resolved: 1. How does customer feedback implementation to specific developers, or how to declare this fault, enter the solution process? 2. How does the information of engineering construction personnel enter a sample to promote product optimization, which people should track these things, how should feedback information integrated to provide new products to the future? 3. Who should this technical support system be borne, what kind of system should be implemented in the role and task of each person? 4. Which mandatory measures can ensure that the developers keep these faults correctly respond properly? 5. What can I refer to the table? 6. What kind of management method can make the outgoing construction personnel can feed back the problems encountered during the implementation process, what kind of system should be established as much as possible as possible, what kind of system should be established? My reply pyp (Lu Ming): 1. How can the customer feedback how to implement a specific developer, or how to declare this fault, enter the solution process?
A technical support team can be formed, and the coordination between items is carried out by the group, and the relevant personnel can be processed. Entering the solution, it is best to cooperate with the project management department or testing department, and the process is more familiar with these two groups, and if it is possible to modify it, the test department is confirmed by the test department.
2. How does the information of engineering construction personnel enter a sample to promote product optimization, which people should track these things, how should feedback information integrated to provide new products to the future?
Documentation, the most important thing in this is related documents, such as what time, what customers send, who solves, solutions, what is the solution, etc. Tracking can be responsible by the Technical Support Team; there is no technical support team, which can be responsible by the project management department or the test department.
3. Who should this technical support system be borne, what kind of system should be implemented in the role and task of each person?
Technical support is preferably a special technical support team even a technical support department. The group leader of the general technical support is part of the company's deputy, such as the technical deputy director or deputy general manager; there must be a document staff to record and organize documents. These two positions can be even served by other roles. The main function of the technical team is to coordinate the problem and various departments of the users, so it is necessary to serve than a higher level of the project manager. 4. Which mandatory measures can ensure that the developers keep these faults correctly respond properly?
The corresponding time system can be established: For example, the problem must be replied to the customer within 24 hours, indicating that it has been solved or takes more time to solve; if you can't solve the problem, you need to give a reason for the customer. All modified all content require a corresponding record, depending on the record to developers, corresponding punishment or rewards, such as wages or employee evaluation levels.
5. What can be found in the form of this technical support system.
It is usually necessary to set up a table you can.
6. What kind of management method can make the outgoing construction personnel can feed back the problems encountered during the implementation process, what kind of system should be established as much as possible as possible, what kind of system should be established?
Organize special defect record libraries (testers are familiar with these, you can find the test department to help establish), you can find it at any time when you need it. The daily report system is conducted, and the foreign person explains the issues and solutions encountered every day. As long as the system has formed a system, it does not need to be tracked, and it is good.
Technical support generally contains the following ways:
1. Forum support: Open a forum on the company website, users can ask questions, let programmers compatible with the master answer.
2. Email Support: Let users send a specific E-mail, organize a special answer.
3. Phone support: The customer service staff records the issues raised by the user, and the reclassification is transferred to the corresponding person.
4. Professional technical support: It can be leaving a few person-purpose technical support after the development of the project developers.
The above methods can be created in parallel and should be more convenient to handle users.
After the user raises questions, the company should have a dedicated document for issues, whether it is resolved, these are an integral part of software products.
Every time, the company's upper layer can open a seminar, convene the relevant personnel, discuss the problems: which solves, which is not solved, there is no solution, why users make such a problem, etc. . These can be said to be valuable information, need to be recorded for reference afterwards.
Technical support is preferably a full-time pre-employment of the original development group, but if there is no condition, you need to use other means: If you can modify the problem, you can have another task, you can part-time for the forum or E-mail question, allow you to do it. The technical support of the original software is responsible for the current work; or give overtime time pay overtime payment technology issues.
The above is all some of my own ideas, not necessarily correct, can be used as a reference.
