Quote:
Originally Posted by WP-Script
Concerning support, we did the mistake to promise that we could give a premium support, answering every single ticket whereas it's literally impossible as the devs are only two. We suspended the tickets support for now in order to improve current wp-script themes/plugins and our new product.
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Just imho of course but you should not have your developers answerng trouble tickets.
Resolving trouble tickets, yes. Answering them, no.
You should have a customer service person in the position of answering and prioritizing trouble tickets. Then have the developers doing the work and letting the customer service person know where they are on stuff.
Developers traditionally do not like people or have many great people skills. If they did they probably would not have chosen a field where they work on computers all day.
A customer service person, on the other hand, should be a people person. They should know how to handle people with grace and diplomacy. They should know enough about their product to be able to answer easy questions but their main job is managing the flow from the customer to the devleoper and back.
Again, just imho of course.
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