Tag Archives: user

The Anatomy of Troubleshooting

While technology can be beneficial and efficient, sometimes things just don’t work (as we have all experienced). And, it always seems to stop working at the worst possible moment. You try everything you can to fix the issue, but with the stress of preparing a case and trying to stick to a strict timeline, it’s easy to become frustrated. You finally decide to call technical support with the hope that someone can help you out.

When any customer or client calls in for help, we want to make sure they have the best experience possible.

There is a lot of work that goes on behind the scenes for our support team while we are on the phone with you; we review past calls, research your company and software, and try to diagnose your current issue. Understanding the process can help your experience go more smoothly.

With all support calls, we use the “Dig DEEP” methodology, which stands for Data, End User, Environment, and Program. By identifying the symptoms of your problem and linking it to one of these four categories, we can fully solve the issue, instead of giving you a temporary fix.

When a customer calls in, we listen first. We may ask follow-up questions to get a better understanding of the issue, such as:

  • Are the results consistent?
  • Does this happen to other users or computers?
  • Does it happen with particular file types?

Because this industry involves time-sensitive projects with very short deadlines, we will ask about the level of severity for the issue:

  • Is there a time constraint we are working against?
  • Is this causing a work stoppage and preventing further work and deliverables?

At this point during the call, we categorize the issue with DEEP. Typically, problems that are Data or End User related can be solved rather quickly, while issues with Environment and/or Program are more challenging to fix. When we classify a problem as Data or End User, we test the issue by repeating the steps taken by the user or checking our dataset with the software.

If the issue hasn’t been solved at this point, we then check the Environment. Based on the information we gather, we come up with a possible explanation for what may be the cause. Once we know the nature of the problem, we apply a possible ‘fix’ to see if the issue is solved, and if it is, we then create a plan of action that best fits the time constraint and needs of the customer.

We would love for technology to always work correctly, but we also know not everything functions perfectly all the time. So we are here, ready to help you get back on track with your litigation process as quickly as possible.