April 26th, 2011
In the past few months we have implemented many improvements to the support information that is available on our website. We have made sure that almost all questions we get from customers are answered either on the product home pages, in the manual or in the FAQ.
We did this to improve our service to you, but we were also hoping to reduce the number of support tickets we receive everyday.
Now don’t get me wrong… we love talking to you, helping you and getting your feedback about our software. It is *the* main way we learn what *you* want.
But the problem is, over 80% of the daily tickets concern questions that are already answered in detail in either the FAQ or the manual.
* How do I transfer my software and data to a new PC?
* How do I re-download the software that I have a license for?
* What is the difference between the Standard and Pro editions?
* Is there a limit to the number of entries in the database?
All answered in detail on the website and in the FAQ.
Our support people Chris, Syts and AJ are spending *most* of their time referring users to FAQ entries and manual topics. Time we would rather spend helping people with tough problems, or having interesting conversations about feature suggestions.
So here’s the request:If you have a question about our products, please use the Search Box to search our FAQ and manuals. The chances are high that your answer is already there.
Spending that little extra time searching is very likely to give you your answer within a few minutes. Whereas if you ask your question using the form, waiting for our answer by email will take up to 24 to 48hours.
Easy choice isn’t it?
Just go here and click one of the big icons to select your product and then use the Search box.
Please don’t use Facebook or Twitter for support questions. We love seeing your feedback there, but the short messages and the fast scrolling timelines don’t really lend themselves to tech support conversations.
Using the Search Box will help us help you better.