Can anyone tell me what Spider Sense is?
(It’s one of Peter Parker’s more awesome abilities .. to sense danger in a limited capacity .. and which they totally botched in the latest movie .. ahem, anyway)
Support has usually boiled down to methods of communication where the Client contacts us. They have a problem, they then initiate dialogue.
Wouldn’t it be awesome if somehow we could be there before they even think of the problem? Be able to dodge away from Gobby’s crazy blade dealies just before they sliced you to ribbons.
Simply put, we need to create the illusion that our product (or us) is ready and waiting. More, that we are asking the right questions before they need answering.
Put them in your app, somewhere easily visible, but not confronting.
Remember, this is above and beyond having a kicking support website, having instant chat through the browser running. It goes beyond answering those fifty emails a day.
This is more.
I’ve got a great (and stolen) example of how to achieve this.
When the user starts up your application, present them with a page (a webpage most like) of information. It could be a bunch of news items. It could be a greeting. But in that page .. Ask the right question! Have the links for sending you a problem. To tell you how they like or dislike the application. Or however smart your psychology gets. But here, in a page like this, that the User views every time they start the program (and so becomes wrote in their memory) Ask them the right Question.
So skill up on your Spider Sense. Create that understanding in the memory of the User .. that you are there, anticipating their request for help, or their acknowledgement of your awesomeness.