22I/ Deep dive in this SSI 1st level support issue - Follow-up from Session 20 slots in Breakout E and J

From IIW

Deep dive in this SSI 1st level support issue: Follow-up from Session 20E (Conversation with the future users of your products or services/Don't let 1st level support be the wrecking ball for your customer relationship - How to do it right in an SSI world)


Thursday 22I

Convener: Andre Kudra

Notes-taker(s): Andre Kudra

Tags for the session - technology discussed/ideas considered:

Customer Support in SSI, Interwoven Product & Service Landscape


Discussion notes, key understandings, outstanding questions, observations, and, if appropriate to this discussion: action items, next steps: 


Jacob: Good customer support is possible! It is a cultural thing. Identify: Is it a technology issue or is it a cultural issue.

Johannes: Who is responsible in the first place? Wallet provider?

Andre: Users will call whomever they think of first.

Jacob: Solve problems in underlying platform and investigate in open source stack if necessary. Immediate follow-up with calling back people and owning a problem with possibility to pull right people in. Establish company policy to make investigations possible right away in urgent matters.

Andre: Make man-hours of skilled developers available for support.

Jacob: Needs to be made a priority if it is really meant seriously by the org. Requires making developer man-hours available for support.

Jacob: Give authorization to support agents to investigate on device.

Andre: Interwoven SSI product and service landscape may prohibit in-depth investigation by one of the customer supports.

Mawaki: Multiple components involved

Jacob: Reproducibility is key. Is it on my stack? Or some elses?

Jacob: Report issues across stacks to a common issue / problem report space, for the community. Would work in the interwoven SSI space. Could work in the SSI community!

From earlier session:

Take-aways for 1st level support for vendors/product makers/service providers:

  • We need to elevate customers in status. Instead of “user” maybe “owner” or “associate” or “groupie” or “fan” even

  • Carefully designing support scripts intended to provide better understanding of the user persona - advice/escalate/help as appropriate

Questions for 1st level support in an SSI world:

  • Call center plan?

  • Know-how about key management

  • Technology available to end users

  • Integration with existing support technology / portals

  • Legislation for consumer protection?

  • Who do you want / need between you and your customer?

Offline input from Sankarshan:

  • the availability of internationalization/i18n for the customer facing software components enhances the ability of the customer and the support team (if well trained) to identify and explain issues; triage and resolve issues. As an example, in India where there are many official languages, the policy often mandates English+a set of languages

  • to Karl's point about scripts for supporting customers, there is a need to also see if self-service can be enabled for a class of errors or flaws being reported

  • build the product development cycle to manage product releases addressing the more invasive defects on priority - reduces the load on L1 from the "that same darned issue again"

  • if it is possible, L1 representation during product readiness prior to release/GA

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