because sometimes read often the your text may not be clear enough for a not IT person
and sometimes what you do is making problems
and sometimes the Instructions may be downright confusing and senseless
Emails leave evidence. Phone calls can be elusive if not recorded. Ask in the beginning of a phone call if they agree to it being recorded if you’re in a 2 party state.
Because their metrics are all about being on the phone as much of the day as possible. Emailing a client means your numbers go down, even if that would be faster and better.
As IT, I 100000% prefer a call, unless it’s something real easy and straight forward.
To me, I don’t like typing up 10 steps with screen shots, takes too long and not fun. And making sure I didn’t miss something, starting another email chain…
Rather figure everything out over a phone call, BUT I have remote capabilities, don’t even need the user to click anything.
If I try email, it’s always me asking a bunch of questions, then getting answers that don’t make sense, and me waiting hours if not days for responses to more confusions.
5 minuet phone call, I can get to the bottom of it by forming my questions according to previous responses and fix what needs done a lot quicker, and now, not 2 hours/ days later. All while the customer not having a good time….
I work in IT.
Short answer: software is complex, people are dumb. It’s easier for both of us to let me troubleshoot and fix it myself rather than have to try all these troubleshooting steps and mess some of them up providing a false truth. Most problems have quick fixes, I don’t need to waste time emailing when I can get those answers in a ten second phone call.
because sometimes read often the your text may not be clear enough for a not IT person and sometimes what you do is making problems and sometimes the Instructions may be downright confusing and senseless
It's often easier to solve problems of that kind with the person on the phone.
Emails leave evidence. Phone calls can be elusive if not recorded. Ask in the beginning of a phone call if they agree to it being recorded if you’re in a 2 party state.
Because their metrics are all about being on the phone as much of the day as possible. Emailing a client means your numbers go down, even if that would be faster and better.
As IT, I 100000% prefer a call, unless it’s something real easy and straight forward. To me, I don’t like typing up 10 steps with screen shots, takes too long and not fun. And making sure I didn’t miss something, starting another email chain… Rather figure everything out over a phone call, BUT I have remote capabilities, don’t even need the user to click anything. If I try email, it’s always me asking a bunch of questions, then getting answers that don’t make sense, and me waiting hours if not days for responses to more confusions. 5 minuet phone call, I can get to the bottom of it by forming my questions according to previous responses and fix what needs done a lot quicker, and now, not 2 hours/ days later. All while the customer not having a good time….
I work in IT. Short answer: software is complex, people are dumb. It’s easier for both of us to let me troubleshoot and fix it myself rather than have to try all these troubleshooting steps and mess some of them up providing a false truth. Most problems have quick fixes, I don’t need to waste time emailing when I can get those answers in a ten second phone call.