I think everyone in IT has said this (or wanted to). Even when you are right it’s not a great way to deliver a support message. However if you can objectively and gracefully show customers where problems are on their side then it completely changes the conversation.
- It keeps it from getting combative with finger pointing. As an end user myself I’m certainly not going to believe someone that outright says it’s my fault.
- It shows your team cares and is knowledgeable.
- It most importantly keeps you from having to do more work!
In many ways we feel SupportLine’s goal is to cut through this by automating the analysis it takes (that otherwise could take hours and is painful) to prove that the problem doesn’t have to do with our partner’s technology.