Introduction
The support forum is the heart of our customer success services. This is where all our clients come with questions, ideas, bug reports, and feature requests. It's most important that client tickets get a response within one work day. We can't solve all problems in a work day, but if clients get a response acknowledging their problem, and we ask questions that help us solve the problem they will at least feel confident that we will reach a solution.
Customer support tickets are listed and prioritized in the Tech Support Dahsboard.
The key to a great tech support experience is based on these 3 foundations:
- Politeness (we operate globally, assume all clients are British to make sure you offend no-one)
- Set expectations, let customers know it takes X business days to get back or solve something
- Escalate technical issues to the right experts
1. (New) Ticket Workflow
In 2020 we raised subscription prices to be able to afford more tech support services per customer. Old clients are grandfathered in to our old prices. Because the legacy customers pay about 4x less money compared to Business tier customers, it's only fair that we prioritize Business and Enterprise customers' tickets and make them feel like their investment is well worth it.
This is why in our Tech Support Dashboard their tickets are highlighted in blue and yellow, and these colored tickets should be addressed before any other tickets. All tickets in our tech support dashboard are sorted by a custom algorithm that factors in their type, age, etc.
2. Post-Product release tech support workflow
