Dear Support People, Thank you for the work you do in supporting a wide range of products and situations. I know it is no easy task.
As a company I think Yealink has a strong mix of products and is poised to become an even larger player in the VOIP marketplace. It would be a shame for communication related support issues to impede that success.
As a retired former executive with a major technology company I was involved with many aspects of my companies support organization both in the U.S. and abroad.
As I read the back and forth conversations on this forum it becomes quite clear that there is a need for significantly better English communication skills from Yealink support. In my opinion, much time is wasted when the questions and answers are misunderstood or misinterpreted. Many technical issues come down to extremely small nuances that people use to try and describe an issue.
I would like to suggest that you put in place someone who is either an English expert or someone who's first language is English and second language is Chinese. They don't need to be a technical expert they simply need to be able to communicate accurately with forum users. After gaining an understanding of the problem they can seek out the appropriate technical resources within your organization.
Another smaller but related issue is that I see more than a few exchanges where Yealink support indicates that there is no solution to a problem only to discover that there was in fact a solution all along.
Thank You in advance for your consideration.....
As a company I think Yealink has a strong mix of products and is poised to become an even larger player in the VOIP marketplace. It would be a shame for communication related support issues to impede that success.
As a retired former executive with a major technology company I was involved with many aspects of my companies support organization both in the U.S. and abroad.
As I read the back and forth conversations on this forum it becomes quite clear that there is a need for significantly better English communication skills from Yealink support. In my opinion, much time is wasted when the questions and answers are misunderstood or misinterpreted. Many technical issues come down to extremely small nuances that people use to try and describe an issue.
I would like to suggest that you put in place someone who is either an English expert or someone who's first language is English and second language is Chinese. They don't need to be a technical expert they simply need to be able to communicate accurately with forum users. After gaining an understanding of the problem they can seek out the appropriate technical resources within your organization.
Another smaller but related issue is that I see more than a few exchanges where Yealink support indicates that there is no solution to a problem only to discover that there was in fact a solution all along.
Thank You in advance for your consideration.....