Get Better Customer Support

Gary North - February 13, 2016

So, you are having problems with a piece of software. You want to get help. But you are having problems explaining your problem to customer support.

Here is what I do. I use a screencast program to explain my problem.

I use Screencast-O-Matic. It's free. www.screencast-o-matic.com

First, I go to the point in the software where I am having a problem.

Second, I launch the screencasting program.

Third, I narrate the problem, using the cursor to highlight it.

Fourth, I have the screencast program "render" the file into a video with a URL. This may take two minutes for 5-minute video.

Fifth, I use cut/paste of the video's URL.

Sixth, I send this URL to customer support. I ask them to watch the video.

Customer support can see exactly where the problem is in the program. If I am doing something wrong (procedure), they can spot this easily.

It is easier to produce a screencast than to write a description of my problem.