YouTube?

[Cookie]

I just talked with a very upset customer who was having trouble finding instructions on using the website. Instead of clicking on "Help", though, she searched YouTube for videos.

[MoonCat]

It's like those people who go to Google and type in the name of another website.

[Mnemjian]

Or calling a random store to ask for the phone number of another store (bonus if the other store is a direct competitor)

[aurelemsrealm]

I have family and friends who call or e-mail me all the time with computer questions because I'm studying computer science/accounting. I'll ask them questions to narrow down the problems they're having, walk them through what I've learned along the way, and ask them if they've checked out the help options or user's manual. I frequently have to point out that I'm no expert. Most of what I've learned has been a trial and error combination of reading those very same help options and user's manuals. Sometimes, they seem to think I'm supposed to immediately know how to solve their problems because I'm studying it in school.

I think the biggest thing I've learned is that people don't bother to read the instructions or other documentation before they jump in. I don't mind offering help if I can find a solution. I do mind when others get impatient because I have to be sure I understand the problem they're having so that I can work on finding an appropriate solution that will solve the problem.

[PepperElf]

I just talked with a very upset customer who was having trouble finding instructions on using the website. Instead of clicking on "Help", though, she searched YouTube for videos.

well granted i've used youtube for some assistance at times... (like how to knit & perl with a knifty knitter)... I've never used it for software help.


Was the customer upset about not finding any vids on youtube?

[Ironclad Alibi]

I found this lovely chart for offering assistance to anyone using a computer program.

[Cookie]

Was the customer upset about not finding any vids on youtube?

Just saw this. Been traveling, sorry! Yes, they were quite upset. Nevermind that we have tutorial videos on OUR site.

[PepperElf]

no worries i've been traveling too.

Yes, they were quite upset.

you'd think if they had enough intelligence to search youtube they could figure out how to search your site
but sometimes you just can't fix stupid
all you can do is hope it drowns in it's own miasma

[Daemonmonkey]

I wish I could see a label or sign that says "If your IQ is less than twice your shoe number, don't bother using our services"...

[Duncan MacLeod]

well granted i've used youtube for some assistance at times... (like how to knit & perl with a knifty knitter)... I've never used it for software help.


Was the customer upset about not finding any vids on youtube?

Nothing wrong with using it for "software" Web sites are a different animal entirely. I have often gone to youtube for tutorials on complicated photoshop effects, etc. It is a great place for tutorials... but tutorials on navigating a website, which usually have logical setups (believe me, its a reading comprehension issue, when having issues navigating a web site.

[Project_Mars]

Or calling a random store to ask for the phone number of another store (bonus if the other store is a direct competitor)

I can one-up the customer on that. Our local Yellow Tag store, the usual number people ask for, is not in the phone book we have. (kinda old one though, but i don't think that old.) Considering I've never had to call them, I seriously can't tell you that number as I don't know what it is and can't look it up.

also on the OP: Hey, sometimes the sites show a process done through Youtube... which actually came in handy last time my dad cleaned his guns.