Support feedback constructive criticism

[weaklinks]

Hi ,

 

I am not here to bash support but provide some constructive comments.

 

I could only image the amount of support tickets you get . I myself in a support role and understand about budgets , changing of staff then training , politics etc. However you can educate your support staff to slow down , read the problem and give quality answers. There has been numerous times where the ticket was defer to a knowledge base article. I am sure the tech moved on to the next ticket. Now I would respond within mins and now have to wait in most cases the next day for the next response. So a ticket that could be resolved within mins is now going onto a week. I am very new to WHCMS so thing might be overwhelming to me as I educate myself . A few simple comments to your staff the same thing I have done to the Tier 1 and 2 guys .

 

1) Slow down take a breath

2) read under what the customer is trying to say , some people have a good way of saying their question / issue others you might have to put more effort into it .

3) stick with the ticket , best to have first call resolution ( resolve the ticket the first time when responding ) give out awards to staff who are handling ticket at a high first call resolution but make sure you can capture metrics if the ticket gets reopened etc. So they are not just closing tickets.

4) internally prioritize tickets. I know from first hand someone with the easiest question will put it high level BTW high med and low level. should not be controlled by the customer its abused too much . I am sure you do not respond any faster because my ticket is on high and I did not get a better or faster response.

You should have priority levels , P4 must be resolved within 4 hours , P16 etc, P40

P4 = Security threats hacks etc large amount of customers impacted , outages

I'm not going to break it down further that up to you guys to figure out . This is what I do and has been proven to enterprise organizations to the next level.

5) sticking with SLAs hold staff accountable .

 

Anyway I don't know if you are doing this already I am sure some parts. This one day responses got to stop and its killing me for my timelines on a migration I am working on . and starting to have second thoughts about continuing with WHMCS.

Thank you

[Radsy!]

weaklinks

 

Very well said .

 

i will have to along with having second thoughts about continuing with WHMCS. but just looking back on the forum here i think going by the long list of posts that people have put on here i feel its not going to change any time soon no matter what get put on the forum ...

 

Of course its a nightmare when it comes to any system updates from WHMCS feel that you need to put more time in testing the software Before Release!

Edited August 18, 2013 by Radsy!

[weaklinks]

Hi Radsy - thanks for your replay when I first joined the support I got was amazing don't know what was changed if you look at my posts I have a very positive one . however just seems to me ..

 

When they have a new client come on they focus attention to make everything shine then they get put into another category and get a degraded level of support . I find it hard to believe anything has changed for the worst but maybe a tactic they are doing to show good face to new customers.

 

Oh wait hang on I think that was cpanel same company right ? They provide awesome support.

[Infopro]

Hello weaklinks, thank you for your constructive feedback.

 

Could you provide a ticket ID that you have open please?

[WHMCS John]

Hi,

Thanks for taking the time to provde your feedback, we've made significant improvements to the level of our support vs. a year ago, including doubling the size of our support team.

 

When they have a new client come on they focus attention to make everything shine then they get put into another category and get a degraded level of support .

 

I'd just like to pick up on this point if I may; the is is categorically not the case in fact the inverse is true. Our Support department is staffed 7 days a week whilst Sales is not.

 

There is only one support department for our direct licence holders, everyone is treated exactly the same. The response time depends entirely upon the nature and complexity of your issue. Simple known issues can be fixed right away by first line staff, but new or problems we've never encountered before will take longer - as you would expect.

[weaklinks]

Hello weaklinks, thank you for your constructive feedback.

 

Could you provide a ticket ID that you have open please?

 

Hi - thanks for reading #KQL-763274

[weaklinks]

Hi john ,

Thanks for responding . just from reading the forums it seems like your the goto guy the main one . To me your a signal point of failure . What happen if Johns breaks his fingers . you guys should build a few Johns and if your support does the follow the sun routine there should be a John in each region .

 

These are just observations ( someone outside the box) and I am just speculating mostly . To my comments above that was just me assuming and I should of rephrased it better .

 

 

I know it sounds like here I am crying about a ticket blah blah blah when that was not my intent . I really like your product and I really like your support staff .BUT ( yes there is a BUT) something is broken here . I don't know what without knowing the internal teams involved or processes. Something is just not right . Thanks for responding to my ticket i appropriate it . I have replied back.

 

 

 

 

Hi,

Thanks for taking the time to provde your feedback, we've made significant improvements to the level of our support vs. a year ago, including doubling the size of our support team.

 

I'd just like to pick up on this point if I may; the is is categorically not the case in fact the inverse is true. Our Support department is staffed 7 days a week whilst Sales is not.

 

There is only one support department for our direct licence holders, everyone is treated exactly the same. The response time depends entirely upon the nature and complexity of your issue. Simple known issues can be fixed right away by first line staff, but new or problems we've never encountered before will take longer - as you would expect.

[weaklinks]

Guys Now I am begging for help!

Someone by the name Kim reasoned to my message and didn't even read my ticket. Now what 24 hours later .. come on now i gave you the login and everything you need . my invoice is due not going to pay it and now file a dispute with paypal for the other extras I got . Lets not bring it to that level . PLEASE im begging here !!!

 

- - - Updated - - -

 

Holy Cow Kim responded and after a week was the one who looks like resolved it and explained to me the calculations work . going to check now but my God ...

[WHMCS John]

Hi,

Looking at your ticket you were assuming WHMCS would multiply the price you entered into the annual column by 12 to give the annual price. Once we'd figured out this is what you assumed WHMCS was doing, we were able to explain this is not the case.

 

So Kim was correct in her earlier message (that you accused her of not reading your ticket) that you were charging $0.89 per slot, but you actually should have entered $10.68 (ie 0.89 * 12).