Most people associate “profiling” with negative behaviors, but categorizing users by background and interest isn’t a bad thing. Developers have long used user personas to design software that addresses each user’s need. Smart business people use profiling to read the people they work with, to suggest causes and effects and to adjust their behavior accordingly. There’s no reason why profiling can’t be used to help a technical support team offer better service. These profiles are not presented for those support people for whom user-management skills come easily; they are for the rest of your team, the people who can benefit from identifying user personas to improve their performance – and the satisfaction of the end users.