In response to my previous post, François Joseph proposes six interesting and actionable rules for better tech support. These seem to have been hard-won by François at a very large company.

There’s a catch:

None of the above can help if your product works poorly or your interface is atrocious. Dave’s case is fascinating because the inexpertly designed interface is not his to change.

Yes. The profile install process is fraught with peril. I think there’s much more we can do, both in our current iOS apps and in our support efforts, to wrap this process in softer blankets. The process itself, however, will forever be out of our hands.

We tend to think of Cloak for Mac as asymptotically approaching our ideal VPN client. Our iOS apps are another matter entirely, precisely because of this speed bump.