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+title: Fixing the phone hotline problems
+---
+pub_date: 2020-11-29
+---
+author: Nico Schottelius
+---
+twitter_handle: NicoSchottelius
+---
+_hidden: no
+---
+_discoverable: no
+---
+abstract:
+Making technologies improve our life
+---
+body:
+
+## The phone hotline
+
+If you have a problem with your contract, if you want to have some
+information about your product or you just want to change some
+detail. By default, many companies nowadays offer something that we
+call "hotline". Or in other words: a voice based communication that
+allows to easily queue people.
+
+The motivation and how it works is rather clear: there are a finite
+number of employees, each of which can only talk to one person, so if
+the number of requests is more than number of employees, then you are
+stuck in the queue. However this post is not about the annoyance of
+waiting in a queue and enduring little quality down sampled classic
+music pieces.
+
+No, in this post I want to address a different fundamental problem:
+every time you call, you start a fresh conversation. You are likely to
+talk to a different person with a different background and from a
+customer perspective you usually don't have any trail of previous
+communication. Actually, the company you are calling might record (and
+correctly announce it before) the call. However as a customer you
+cannot. Often it is also impossible to correspond with the company by
+email, so all written communication has to be sent in letters. In 2020!
+
+Looking at it this way clearly shows how much power imbalance the
+innovation of the phone hotline is causing. But it could easily be
+different.
+
+
+## The classic way
+
+You might or might not remember when companies used to be smaller and
+you would request a service with the counterpart in person. Both of
+you know each other and are fully aware of each other responsibilities
+("I give you money, you give me a product or service") and also of the
+support process (A: "It did not work" - B: "I'll fix it (also because
+you are my neighbour and it's really not good for our relationship if
+I don't").
+
+As you can easily imagine this does not scale nor work easily in big
+companies where staff is rotated or fluctuating. The old value system
+of being responsible on a personal basis cannot easily be
+transferred. This also means that the classic way is much more
+expensive in terms of time and resources, but the responsibilities are
+enforced by social relationships.
+
+## Mixing the two?
+
+So we could say that they are two extremes: one very personal, high
+quality, expensive and the other - well, you get the picture. Is it
+possible to improve the current situation and how can we get the best
+of the two worlds? Before answering this question, let me give you a
+short background of where we are and how we work at ungleich, to show
+you how these approaches can naturally merge.
+show how
+
+## ungleich @ Digital Glarus
+
+ungleich is based in [Digital Glarus](/u/projects/digital-glarus/),
+a really old mountain valley in Switzerland. Majority of its buildings
+are very old (I'd guess most are built prior to 1900, many even much
+older), major businesses are industry, farming and also tourism. Many
+people here get up before 6 and start working latest by 8.
+
+We from ungleich on the other hand are working in IPv6 only
+networks connected by our own fiber or with long range wifi links. Our
+working hours are very flexible, can be morning, day, night, week,
+weekend - we are free to choose. Our topics are very technical by
+nature.
+
+These two approaches can contradict, but they can also work together
+very well. Like the two ways of communication.
+
+Interestingly our experience here is that they can easily be combined:
+many people living in Digital Glarus have what we call an "old value
+system". If you offer a service towards people in Digital Glarus, you
+need to take responsibility and be trustworthy. Otherwise the word
+will get out within a few days and social enforcement will result in
+no more work for you.
+
+While this might sound cruel, you could actually call this "social
+quality assurance".
+
+And how does this look like in reality? People here want and need to
+be convinced that you are trustworthy. You are having (pre Corona) in
+person meetings, one person will make a protocol and then later send
+it for verification back to the other party. If something is noted
+incorrectly, the protocol will be amended and again verified.
+
+
+## Combining old values and new communication
+
+Let's come back to the original problem: we shifted from high quality,
+individual services to mass produced in-transparent
+communication. Technically and organisational, it is not necessary to
+provide a worse product or service if it is mass produced.
+
+So let's go back to the hotline problem: we advocate a simple change
+that costs little for companies to implement but restores trust and
+quality in communication:
+
+**Every support hotline should be, by default, accompanied by a text based
+ticketing system that sends users a protocol and let's them interact
+with you on a text basis.**
+
+So how does this work? The agent in the call center will make notes of
+the phone call - they are already done nowadays, but unavailable for
+you. Some of these notes might be internal ("The customer does not
+know the difference between the power button and the reset button -
+always advise to push the button on the right") and are not for
+sharing. However, **the key points of the conversation must be sent to
+the customer**. This way, as a customer I can easily react and correct
+statements that have been incorrectly recorded. With a trail.
+
+Furthermore in a later stage, I as a customer, also have a trail and
+the ability to respond to the previous conversation by text, giving me
+the opportunity to add to the trail.
+
+Obviously, our suggestion here is not rocket science. In fact, it is a
+very easy, natural and cost effective measure to be more transparent
+and to built mutual trust.
+
+Some companies might try to argue that it is too complex or too
+expensive to implement such a system. To prevent that argument from
+being true, we have added a [Hosted Support
+System](/u/products/hosted-support-system/) to our product
+list. Nobody needs to get it from us, but anybody can. And thus there
+is no excuse, not to have it implemented.
diff --git a/content/u/products/hosted-support-system/contents.lr b/content/u/products/hosted-support-system/contents.lr
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+_discoverable: no
+---
+_hidden: no
+---
+title: Hosted Support System
+---
+subtitle: Easy and transparent support
+---
+headline1: Transparent
+---
+headline2: Easy to use
+---
+headline3: Support System
+---
+header_background_color: #1393B4
+---
+header_text_color: text-light
+---
+nav_classes: navbar-dark
+---
+feature1_title: Versatile
+---
+feature1_text: You can use our IPv6 VPN to connect your office. Or
+your notebook. Or to create your own VPN concentrator.
+---
+feature2_title: State of the art
+---
+feature2_text: The ungleich IPv6 is powered by Wireguard. Wireguard is
+a light weight, portable and easy to use technology. And it comes with
+a /48 IPv6 network routed!
+---
+feature3_title: Works anywhere
+---
+feature3_text: The VPN works in situations where you have NAT, NAT64
+or other network inspection modes in place. It just requires UDP
+traffic to pass.
+---
+content1_text:
+
+## IPv6 VPN
+
+At ungleich we believe that IPv6 should be available everywhere. To
+help you connecting to IPv6 only resources, we offer the IPv6-VPN.
+
+We believe that IPv6 is an enabler for many organisations, companies,
+developers and freelancers. For this reason we created the
+VPN, which enables you to have IPv6
+connectivity from wherever you are for 120 CHF/year.
+
+One VPN is free for all existing customers with resources on
+[Data Center Light](/u/projects/data-center-light).
+
+You can find more about the VPN and technical details,
+on [IPv6VPN.ch](https://ipv6vpn.ch).
+
+## Related products
+
+* The [IPv4-to-IPv6 proxy](/u/products/ipv4-to-ipv6-proxy/) enables
+  IPv6 only websites to be reachable from the IPv4 world.
+* [IPv4 as a service](/u/products/ipv4-as-a-service/) - enable you to
+  get your static IPv4 address anywhere
+
+
+---
+content1_image /u/image/ipv6-vpn-ungleich-swiss.jpg
+---
+offer1_title: IPv6 VPN 120 CHF/Year
+---
+offer1_text:
+* IPv6 addresses registerd in Switzerland
+* 80 bit of IPv6 space
+* Encrypted
+* with a /48 network
+
+---
+offer1_link: https://datacenterlight.ch/product/ipv6-vpn-48/