Is ‘world class’ technical support a way to reduce the impact of low-quality products? Sure, customers can report bugs and get updates and assistance. But is this assistance hiding the fact that Enterprise IT product quality is actually quite bad? And does the revenue earned from technical support create false incentives to make products even worse? Here’s a YouTube video with my thoughts.
I think that the system has changed from “after-sales support” to “primary revenue opportunity” and companies have incentives to make technical support pay off. This means that the concept of technical support as “support” has changed to become a PROFIT CENTER.
First, this creates negative incentives to optimize for increasing the price of tech support.
Second, there is a moral hazard that developers might skip on testing or quality assurance, figuring that tech support can fix it once customers find the bugs.
Finally, what’s the best way to solve the customer perception that your Enterprise IT product is actually junk?
Answer: To have world class technical support.