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Any issues?

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Kelvin

May 14, 2010 @ 08:54 PM

Hi Tender Support,

Have there been any technical glitches or outages in the Tender system within the past week or two? We've been receiving significantly fewer new technical support issues from our customers, even though our sales have been consistent and we haven't changed anything in our Knowledge Base/FAQs in recent weeks. I just want to check that we're not somehow losing incoming inquiries.

And thanks for your support in the past. You guys have been great!

Kelvin

1. Support Staff 1 Posted by Courtenay on May 14, 2010 @ 09:01 PM

   

   No, but you might like to check your spam box.

   Also, are you forwarding email from elsewhere or how are you mainly getting
   support requests?

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2. 2 Posted by Kelvin on May 14, 2010 @ 11:40 PM

   

   Thanks Courtenay,

   I checked my Tender spam box, and it only contains discussions I marked as
   spam.

   I also checked the forwarding email path, and it appears to be set up and
   working correctly.

   I can only assume at this point that our customers are just more happy with
   our product than ever before.

   Thanks again,

   Kelvin

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3. 3 Posted by Will on May 18, 2010 @ 01:20 AM

   

   Hey Kevin. I just wanted to follow up on this. I'm gonna do a second pass on incoming main to our email server to your account and make sure nothing is getting flagged as spam on our end.

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4. 4 Posted by kelvin on May 18, 2010 @ 01:33 AM

   

   Thanks Will. I really appreciate it. As much as I'd love to believe our customers have just suddenly gotten more competent and need less support from us, I'd hate to find out they've actually been trying to contact us and been unable to get any help from us.

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5. 5 Posted by Will on May 29, 2010 @ 12:27 AM

   

   I've been keeping a close eye on the mail server with your profile, nothing has been getting flagged as spam on our end.

   https://neurosky.tenderapp.com/dashboard/spam?from=allissues looks to be valid, same for your trash bin, https://neurosky.tenderapp.com/dashboard/deleted?from=allissues

   If you notice anything specific going missing, or a user says they filed something that you all didn't receive, let me know and I'll dig through our logs, but from what I can tell everything is making it in correctly.

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6. Will closed this discussion on May 29, 2010 @ 12:27 AM.

7. Kelvin re-opened this discussion on May 29, 2010 @ 02:23 AM

8. 6 Posted by Kelvin on May 29, 2010 @ 02:23 AM

   

   Thanks for the effort, I really appreciate it. We're going to assume the
   reduced traffic is normal and not due to any technical problem for now, and
   then just keep our eyes open as you suggest.

   Thanks again!

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9. Will closed this discussion on May 30, 2010 @ 02:20 AM.

10. Kelvin re-opened this discussion on Jun 04, 2010 @ 01:44 AM

11. 7 Posted by Kelvin on Jun 04, 2010 @ 01:44 AM

    

    Hi, I just noticed you updated the way suggested FAQs are presented when a user submits an inquiry. One of the reasons you suggested for the update was that users might not have finished submitting their inquiry when they reached the suggested FAQs in the old system, and navigated away. Do you think this could be a reason why we have been getting steadily decreasing support traffic? Is there any way to check for inquiries lost like this in logs somewhere?

    It's ok if there isn't, I'm just trying to be responsible by following up on the inexplicable decrease in support. Thanks!

    Kelvin

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12. Support Staff 8 Posted by Courtenay on Jun 04, 2010 @ 01:55 AM

    

    Well, we thought about this issue VERY thoroughly when we rebuilt the
    feature. Basically, we delay issue creation for two minutes - if a
    user is suggested a FAQ and doesn't do anything, we go ahead and open
    it anyway. If they click "yes" (this solved my issue), we close and
    resolve the issue. If they click "no" (not resolved) then we kick off
    the jobs.

    So issues aren't being lost this way.

    Do you have your own google analytics? You can enter your ID in your
    account settings; then you can trace some things yourself, just to be
    certain :)

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13. 9 Posted by Kelvin on Jun 04, 2010 @ 02:38 AM

    

    Hi Courtenay,

    Yes, I think the new system sounds great. I was actually following up on my
    inquiry from before, before the new system was put in place. Before, I
    couldn't come up with any explanation of why our support volume was
    decreasing steadily. The reasoning for the new system provides one possible
    explanation. I was actually just asking if there was any way to somehow
    check if this was the case for us. Thanks!

    Kelvin

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14. Support Staff 10 Posted by Courtenay on Jun 04, 2010 @ 02:43 AM

    

    Hm. It might be a valuable metric for us to track how many people
    click "this solved my issue" so that .. wait.. we actually DO have
    this, it's just not exposed.

    When someone hits "yes', it records a hit against the FAQ for that
    discussion. I'm going to take a look at your stats and see how many
    there are.

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15. Support Staff 11 Posted by Courtenay on Jun 04, 2010 @ 02:45 AM

    

    OK, that code seems to not be working :) Please ignore.

    If you're still really worried, I'd advise you set up a google
    analytics account with a funnel that shows you the number of
    discussions that make it through to a full post.

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16. Courtenay closed this discussion on Jun 04, 2010 @ 05:40 PM.