Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it. This email came from a technical account manager:
Seriously, you guys have no idea how comparably painful the research process used to be.
Let's contrast it with today:
· I just had an elite customer email me a pic of an error.
· KCS search on the error, 30 seconds. It's a brand spanking new [Version X] problem.
· I read the article, got workarounds… that's another 30 seconds.
· I read the bug, see it's fixed in [Version X.1]
2 minutes after seeing the customer email, I know what to do.
I took longer writing this email than I did researching the case!