instal the new for windows EverNote 10.64.4

So please be patient, and just go through the motions when asked. That's an extreme case, but I promise it's a true story and every support tech will have their own version. Got to the user name, which I'd previously given as first (dot) last and dictated a full stop - at which point the customer said 'you mean there's an actual dot in there?' Extracted a promise from the customer that they would only tap the keys I gave them, and took them through the process embarrassingly s.l.o.w.l.y.

Called back and took them through the steps.

I tried the login myself on a test machine - worked perfectly. I talked them through the process - no luck. I know that's necessary, because when I started out in a support team (a little while ago now!!) I had a nightmare customer who could not log into their email. A small portion of those will need hours or days of work to find a fix.Įvery large company does its best to get users to help themselves by providing help screens and FAQs, and will have a support team with several tiers: customer facing to (probably) use a script-based process based on previous user queries on any given topic / 2nd tier techs who can apply some independent thought and logic to issues, and 'devs' who get into the weeds of bugs and OS conflicts.Īt each stage they'll run users through the process of basic steps to make sure they're all on the same page and nothing obvious has been overlooked. That's still (unless I dropped a decimal somewhere) 1,000,000 queries per year which is over 100 queries every hour of every day. That's your new users, plus those bodies who just downloaded an update and found a bug or got an error. It is an unfortunate factor of having lots of customers that separating users with actual issues from users who just don't yet know how to use the product is quite difficult - if you have 200M+ users, you're probably going to get at least. Unfortunately, this is also my experience.

Instal the new for windows EverNote 10.64.4