Tech Support & Manuals (Mar 21)

As our staff gets closer to finishing the new accounting software, it’s time to start thinking about release details. We will make some big tech support changes.

TurtleSoft started in 1987 with Excel templates for construction estimating. Later we added accounting. The software started out for use in our own construction company. It worked OK, but it was pretty rough at first.

As sales accelerated, our staff gradually learned how to design better software, and how to be a software business. A big part of that was phone support. Early users averaged more than two hours of phone time apiece. Partly because the interface wasn’t great. Partly because the first manual sucked. Partly because everyone was new to computers back then, so everything was confusing. A lot of the support was about Excel or hardware basics.

For a while I took all the phone calls, often while at job sites. As sales volume increased, we needed to hire support staff. It was a disaster. Training took about a month, then most folks burned out a month or two later.

Tech support is hard work. Nearly always, callers are frustrated and confused. Sometimes they are angry and impatient. Staff can’t see their screens, and often have to guess at the actual problem. It can be very draining. Good customer support requires patience, people skills, and technical competence. People who are good at it usually find more pleasant work that pays better.

After much turnover, we decided to only hire programmers, and have a support rotation. During the week, each of them spent a day or two on phone duties. There was one main support person (rotating), plus one more for roll-over calls. That worked better: most folks enjoyed the break from coding. However, it still was rare for anyone to last more than a year or two.

Eventually, we figured out how to write better tech manuals. That reduced call volume by half. Then, in 2000 we released Goldenseal accounting software. It had an easier interface, so support time decreased some more. Putting an Answers button on the website also helped.

Since then, most users have gradually switched over to emails instead of phone calls. Often they send screen shots: diagnosis is much easier that way. We can reply with a link to detailed instructions, including pictures.

Most other software companies have migrated from phone support to web + email. I think it’s time for TurtleSoft to follow their example, and end our free phone support. We will still give unlimited free support by email.

I have mixed feelings about the change. Talking directly to users often gives us useful feedback. It’s a good way to hear about bugs, locate unfriendly interface, and get ideas for new features. But, email has less emotional impact, and it’s easier to schedule. We publish a phone number for pre-purchase calls, so instant support is still available when it’s really needed.

For TurtleSoft Pro, we also will skip the printed manuals. The change is for similar reasons. Website support pages are easier to access, update and maintain. You can click to see related info. Paper does have some advantages, but not enough to justify the time it takes to produce a printed book. The TurtleSoft website is due for a major overhaul, and our time will be better spent on that.

Dennis Kolva
Programming Director
TurtleSoft.com