BetaLOG Software

I had an interesting experience today.

We have a software package that allows a customer to configure and use a BetaGauge PI digital gauge for data logging. When you install it, you have to register with us and get an authorization code.

So, today I received an email from a customer saying that the computer where the BetaLOG™ software is installed cannot be connected to email or a printer for security reasons. So, he didn’t have any way to send us the install key that we need to generate the authorization code.

I replied promptly that if he called me with the install key, I would authorize him on the phone. About an hour later he called in and after about 5 minutes he was on his way. I also answered a couple of other user questions for him at the time.

These days everybody has email even on their phones, so we didn’t really think about this type of situation when we created the software. But, we were still able to help the customer promptly and accurately so he could get his job done.

In a support environment, you have to be ready for the unexpected and be willing and able to give unexpected support in return.

This entry was posted on Tuesday, February 9th, 2010 at 4:24 pm and is filed under Main. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.