Getting Better Customer Service

by DanB

It’s frustrating. You try to get customer service so you open the chat window and wait while you use the clunky process of chat to communicate your issue. Once I was using chat and suspected it was an answer robot on the end. Even asked if I was speaking with human or a robot. He called me shortly after. We resolved the issue.

Sometimes you call in and sit on hold for ever.

Maybe you email and hope they understand your question or issue.

I have run into all of these in the past. Enter a super useful free product called Jing. You can find Jing here:

http://www.techsmith.com/jing.html

It is free. I was going to make a video for you but the Jing folks have already done that for you. Just check at the link above.

So when I have an issue – like a website misbehaving. I use Jing to create a video of the issue as it happens. Jing automatically uploads the video then puts a link to it on my clipboard. I open an email to tech support and include the link to the video. If the answer from tech support doesn’t address the issue I simply send the original email and say “obviously you didn’t watch the video I sent so please watch that first and answer the actual question.” It rarely takes more than two tries.

The use I have for Jing is when friend, family, or clients write and ask me how to do some task on their computer. I will usually just record myself doing it and send them the link to the video.

Overall Jing is easy to use and I find lots of uses for it. TechSmith, the makers of Jing, have some more powerful tools for making screen captures and movies. These products, Snagit and Camtasia, are very powerful and I use them too. Anytime you see a picture of a computer screen or a video here on TNPC you can sure I have used those tools to make those.

This article is an example of a short movie I generated on using screen rulers:

http://www.tnpcnewsletter.com/blog/2012/06/07/cool-tool-screen-rulers/

This article has a screenshot I annotated with Snagit:

http://www.tnpcnewsletter.com/blog/2013/04/12/fixing-google-cant-be-reached-errors/

So give Jing a try and see if it helps you. If you have used Jing or another screen capture software tell us about it below.

Dan

  • alfonsox

    Suggest you date entries in the blog. Seems to be a best practice elsewhere and helps reader evaluate your item.

  • http://www.tnpcnews.com/ DanB

    Thank you for the suggestion. I don’t put the date on the page for a reason but if you look at the URL of the page you will see the date embedded there.

    Dan

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