Blog / News

Posted on by Chris

We like graphs…

Rick, our first USA based member of the team started with us late last year. One of our goals was to ensure we had someone during US business hours to help speed up response times for customers in North America. We’ve recently run the stats across our support system and it’s great to see some movement. The graphs summarize our average response times. It’s consistently dropped over the years and much so over the past two months since Rick started. It’s now down to under 4 hours during weekdays. This is a great achievement seeing during this time our customer base has continue to grow at amazing rates!

Average Reply Time By Hour (last two months) Average Reply Time By Month (last few years) Response Time By Day of Week (last few months)

(click on a thumbnails to view)

I should also point out that this is 4 hours for a quality response – not an email from someone in an outsourced call center letting you know that “Your support issue has been elevated” and you end up getting a real response days or even weeks later. All our support is done by the developers that write the code. This offers a number of advantages to you and to us:

  • You get the correct answer first time. No buck passing, no question is too hard.
  • We, as developers, benefit from direct contact with our users. This open channel helps us turn your ideas into features faster (or your bugs into fixes faster!).

One of the downsides to this approach however is that trivial support questions get a bit annoying. Us developers love working on the hard problems, especially the ones that force us into source code and debug logs. The trivial RTFM questions get a little frustrating at times! If you’re reading this blog, here are a few tips that would help us out:

  • Always check the manual and search the knowledge base for answers. You’ll fine hundreds of common questions answered here.
  • Make sure you review the reporting problems KB article and include the information requested in your email. Simple things like the full version number, and/or logs are always a great help.
  • Try to put something interesting in the email support request! We love to hear little stories like how PaperCut helps you, what funny things have happened on your network over the years, or even simply what the weather is like in your end of the world! We’ve formed great friendships with many PaperCut users and it’s always fun to talk not just about computers and print management software.

Oh, and if you say you read our blog, you’re bound to get even better support 🙂


This entry was posted in General. Bookmark the permalink.


Comments

  • Pingback: PaperCut Developer Blog » Support feedback in real-time()

  • Chris

    There is some more follow-up discussion on the topic of support at PaperCut in this blog post:
    https://blog.papercut.com/chris/2009/03/27/support-feedback-in-real-time/

  • I about fell over when I asked a question on the live support, and the person helping me said he/she was a developer! I was pretty much expecting that I would get the type of answer I so often get from on-line support, after going into a lot of technical details, “Sorry, we can’t handle that, please email technical support.” etc. You have a great idea, putting knowledgeable people on the front line of support (though it sounds a bit extravagant).

    I sure understand the frustration of answering the trivial questions. It could also indicate a need for better information retrieval in the documentation. I searched the user manual and KB for my problem but didn’t find it answered. Sure enough, there was a page that explained it, but (a) I hadn’t found it in a search and (b) it contradicted the manual. So, if you hate those trivial questions, keep up the good work on documentation. (But then, DO people really read it?)

Blog Categories & Archives