Hi All,

Do you see what I see?

I have noticed now specially when we are closing to end of the month that lot of questions have been marked as answered before the person asking the question confirms that the issue is actually resolved. This just looks in my eyes that the support is having a target for "service level" and they are trying to fix the lost service level by marking the questions as answered quickly. Service level basically means that they need to have question answered within certain amount of hours/days or they lose the service level (target is usually something like 80% of the questions in websupport needs to be answered within 24 hours or so).

This actually causes a lot more of dissatisfied customers / users when out of sudden the person gets mail or notices in the community that "Your question have been answered/solved" and the issue still keeps appearing. This "meet-the-servicelevel" -hunt does not serve anything in the long run, just destroys the whole idea of "Mark this discussion as a question" which i think is great idea.

If this is true what i have noticed, you are doing it all wrong. Everybody knows the fact that Dissatified customer tells about bad product to 10 persons when happy customer tells about great product to maximum 3 relatives. You do the math, which one is better for business and increasing revenue?

Total Customer Ownership = The Key. And simple thing to make customers satisfied is to get confirmation from the customer before closing the case / ticket / chat / etc. I know this is not possible all the time, so i would wait for 5-10 days before "closing the case" or do like the CEO of Line6 engineering did to me, call back to customer!

Show some passion to your customers!

I am really sorry if this causes bad blood in Line6 customer service / tech support, but this is just only my observations and I hope I am wrong in this.