We are currently in the process of optimizing our support services. Let me share with you what we are currently up to:
A couple of weeks ago I’ve started to separate the provision of support into three steps. First step is documentation. Having good documentation which people really assists in setting up and administering their shop is vital, and on my ‚must have‘ list on pretty top position. IMHO we’ve started well, but we’re far away from being perfect. At least a good start is done :). If documentation does not give the needed hints, the second step for customers needs to follow.
Second step is ticket qualification. People who call or write to support first get somebody who’s technical skilled on the line who asks about their concern, name, phone number, email, support contract number and all the stuff which is needed to assure a fast walk through all the organizational stuff. And if needed he can give some hints or in urgent cases even connect immediately to a specialist about the caller’s specific issue.
Then the third step follows. Staff who’s working on OXID eShop/OXID eFire for quite a time, knows about the hows and when and whats and can give really useful tips for solving the current issue.
That’s the plan for now.
My very first step yesterday was to agree with our documentation guy about the quickest procedure for getting all the stuff we already translated to English into the documentation we have. So next couple of weeks all the German documentation is published in English as well. After this was done I instructed staff about new procedures for making sure that no input gets lost. Either it has to go into documentation and FAQ, or into product development (into product pipeline). This took all day long so we’ve continued today and the rest of this week.