Good and Bad support

December 2, 2011

Contrasting experiences with support lines this week. Hootsuite is playing up on direct messages so I tweeted a concern and got a really fast response with a link to the help site. Obviously monitoring their social media which is good for their image. The trouble is that, having loaded the problem on said help site, it took a week to reply . And all I got was the classic brush off: Have you cleared the cache? In IT support parlance this means How can I process this fast without really doing anything to solve the problem.

In marked contrast we have Sandy from Telestream Support. I downloaded their software so I could watch recordings of the Blue’s victory over London Irish but the recordings froze after a few minutes. I reported and got a response within half a day with a test file to run, and a request to send the file. I did that a day later I got a reply saying that they were going to have to look into it, but in the mean time here was a link to another bit of freeware that he has tested on the files which would run it. It did, and I am impressed.   

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The Cynefin Company (formerly known as Cognitive Edge) was founded in 2005 by Dave Snowden. We believe in praxis and focus on building methods, tools and capability that apply the wisdom from Complex Adaptive Systems theory and other scientific disciplines in social systems. We are the world leader in developing management approaches (in society, government and industry) that empower organisations to absorb uncertainty, detect weak signals to enable sense-making in complex systems, act on the rich data, create resilience and, ultimately, thrive in a complex world.

Cognitive Edge Ltd. & Cognitive Edge Pte. trading as The Cynefin Company and The Cynefin Centre.


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