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Our Support System Just Got An Upgrade!

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We’ve had some serious issues with our support forums over the last month or so, and you’ve let us know. We want you to know that we’re sorry.

Customer support and satisfaction are really important to us. So important, in fact, that we decided to adopt a new support system all together.

From this point forward, we’ll be using Zendesk to handle all support requests. All support tickets from our old support system will be answered and phased out over the coming months. You’ll probably notice a tab on the right of every screen. If you have a question or need to get in touch, click it. We’ve created accounts for every customer on Zendesk, so you can use the same email that you signed up with to login and post a ticket. Let us know if you have any issues during the transition.

Check it out.

2 comments

  1. jb510 says:

    While I like forums (I was deeply saddened when StudioPress effectively killed the Genesis support forums) I think zendesk driven support tickets + a well curated wiki/faq is definitely better. Perhaps it’s just that forums are better suited for community support, not paid support.

    • Brandon says:

      Jon, making this change has resulted in a dramatic increase in our ability to answer support requests in a timely manner. To go into a bit more detail, 73% of our support requests are sorted within 8 hours. The feedback we’ve received from our customers has been very positive. Also, Zendesk is helping us to be more proactive about supporting our customers. We have a report of all of the things that users are searching for help on, which will enable us to fill our knowledge base with relevant and useful info. It’s a win win all the way around.

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