Improving support with less not more

Don’t be alarmed. I don’t mean less support.

I mean less support channels. I know this may seem counter intuitive, but having more ways for people to request support doesn’t mean better quality support. In fact, it means the opposite. It means less time helping users and more time tracking down and keeping up with all the places a request might have come from. It means more time scouring multiple forums and searching emails hoping we didn’t miss something. And here’s a hint, we always miss something.

I mean how couldn’t we with 7 WordPress support forums. Or the possible 12 on this site if you split up basic and priority forums. What about all the other products we plan to release? Inevitably there are those people who ignore our pleas to use our forums. All the possible places for people to seek assistance can at times render us completely inefficient at providing it.

That’s why we are saying goodbye to forums for the foreseeable future. Instead, we have built our own ticket-based system and have attached it to our Members Area. We will still continue to offer both Basic (FREE) and Priority (PAID) support through this system. The benefit is that, because we built it, we have the flexibility to enhance it in anyway that will help us help you better. This system will provide us with better notifications and give us the ability to get all the important info we need to provide the best support possible.

If you need support for any products that we’ve created head on over to our members support page and we’ll be looking for your next ticket.