Monthly Archives: July 2005

Improving customer support service

We have installed few customer support services that will hopefully improve our response rate and make it easier for users to find a solution to their problems.

Ticket System

  • Users submit questions through online form
  • Easy way to see previous questions and answers
  • Much easier tracking for support staff (faster response)
  • Traditional e-mails are automatically transferred to the new system


Frequently Asked Questions / Knowledge Base

  • Easy navigation through articles
  • Search articles
  • Easy article management


And as a reminder, because it is available for a while:

Support forums

  • Read about other users problems
  • Share opinions and tips
  • Start public discussions