In a perfect world, your support team would be able to handle anything thrown at it. Need a bug fixed within the app? Easy. How about an account restored from a backup? Done. You’d be like Iron Man saving your customer’s day while inside that snazzy armor.
In the real world, you’re going to need a programmer to work with. And no – it’s not going to be Jarvis. (Alright, I’ll stop with the superhero talk).
But how do you steal a programmer away to work on the things you need help with?
Enter the On Call Programmer
An On Call programmer works primarily with support during the week, two weeks, or whatever amount of time you want to set for the stretch. During that time, they can handle those pesky bugs and other things that crop up with customer emails. After the cases are cleared out, they can work on other things to help out the support team like new internal tools, better access to data, etc.
The big thing is that the On Call programmer is there to help support first and foremost. They’ll get a chance to see firsthand some of the common customer issues. And you’ll get a programmer to ask questions without interrupting their work on other projects.
Here’s how it works in practice.
- You get a case that needs to be run by a programmer. You add a note with your question and assign it an “on call” label.
- The programmer opens the case, does what’s needed, then leaves a note on it. Then they flip the case back to you.
And that’s it. Super easy on both sides. The programmer can handle each case as it comes through the queue. It’ll make the support team / programmer team interactions way easier for everyone involved.
Do you have a dedicated programmer for support help or do you just grab anyone that’s free?