I used to work for Tech Support and while working there, I realized several things. One, I hated my job. Two, there are a lot of stupid people out there. And three, there were a lot of lazy people who didn’t realize the majority of the information they were calling about was already listed somewhere on the website.

Border7 is currently working on our support pages and because of my earlier realizations I’ve noticed a trend in the work we are doing. We are trying to come up with as many questions as possible, so that we can ensure that they’re covered. We have phone support, but I’m debating on how prominent it will be mentioned. Personally, I feel that people should look up information before immediately seeking assistance, but some people do not feel the same.

We have several walk-throughs for the various processes that our clients would go through. We have a phone number, that if they called into, we’d provide assistance. There is a FAQ page that people can refer to, and should the need ever arise, we will add a Knowledge Base at moments notice.

We do something similar for all our side projects as well. We make sure that there is explanations for everything (including the obvious). We include the FAQ, if needed a KB, and also a support email, and phone number when applicable.

What are your thoughts? Are you the kind of person to immediately call in when you have the slightest problem? Or do you research it as much until you throw in the towel?