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Subject:RE: OK, I shut down the computer... From:"Dan Goldstein" <DGoldstein -at- riverainmedical -dot- com> To:<techwr-l -at- lists -dot- techwr-l -dot- com> Date:Thu, 28 Apr 2011 11:46:49 -0400
Provide an 800 number with prerecorded instructions, where you can press # for the next step, * for the previous step, etc.
I'm assuming that "call deflection" means reducing the number of calls to live operators.
What did I win?
-----Original Message-----
From: John Posada
Sent: Thursday, April 28, 2011 11:26 AM
To: List, Techwriter
Subject: OK, I shut down the computer...
Hi, guys...
I write online support instructions that are targeted toward consumers who subscribe to our VoIP phone service. Our target audience is anyone who has phone service as long as they have an ISP with a 3rd grade reading level on up.
I'm writing some online installation instructions on how to install our device that connects to the Internet. it has 10 steps.
The first required step is:
1) Shut down your computer.
Anyone not see the problem with anything in step 2?
Anyone have any suggestions?
BTW...the instructions also come on a printed quickstart guide that comes with the device. My instructions are for those who lost it, and BTW...telling them to print the instructions isn't an option...we've found that 1) many users don't have printers, 2), if we tell them to print, we then have to support printing issues, which we don't do, and
3) The purpose of this instruction is call deflection (very common in this industry segment) and printing support calls would increase calls.
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