8:00 - 16:30
Daily working hours
280+
Monthly
completed tickets
completed tickets
Less than 3 Hrs
Response time
98%
Satisfaction Level
How to make good questions
When you have questions about your webpage, besides the question itself, make sure to include in your email the answers to the following questions:
“Why do you make this question?
“What do you think of doing?”
“What do you think of doing?”
“How do I change my Home page?”
“How can I add new articles and change the images from the slideshow of the Home page?”
Be specific and use examples. This saves time
and back-and-forth communication, and will certainly help in resolving the question much faster.
and back-and-forth communication, and will certainly help in resolving the question much faster.
How to send Content
In general, anything related to procedures, such as updating content, texts, photos, etc., is called Content Update. If you prefer to send it/them over, it is very important to be aware of the following:
- The images must have a name related to the location we wish to add them to, to make it easier to find them when we have to upload them to your webpage.
- The location whose content you wish to update, along with the necessary Links and explanation. For example: “I’d like this text (attached) to replace the one in the About us tab (Link).
- In case you have many requests in one single email, using a list with numbers is a great idea that will help the team give you Feedback on certain points (E.g. As you can see in the Nr.4, I need you to send me the image).
How to describe issues
Regarding the problems of your webpage, there are several ways to help the Customer Support Team to identify the problem much faster:
- Explain step by step how the problem appears. For example: “In the English version of the home page, click Contact us and you will see white space.”
- Mention the device used (mobile, tablet or desktop/laptop) as well as the type of system (iOs, Android, Windows, Linux, Mac). This will help the team replicate the problem more efficiently and trace the problem.
- Screenshots! Often, when we try to explain a complicated problem, Screenshots help a lot in explaining and simplifying what we see. Several Extensions can be used in your computer, like Awesome Screenshot, which can provide the screenshots you need. Also, don’t forget to describe the image to make it even easier to understand.
- Links. Often, all the above are mentioned but the most important thing is missing: a link leading to the webpage with the problem. This omission often delays the response of the Customer Support Team, since they have to spend time finding the problematic page.
- Videos. Another option for better explaining the problem is videos. With them, you can present step by step your actions and where exactly you find the problem while allowing the Customer Support Team to observe what you do and identify a possible mistake in the whole procedure. A free and efficient Extension is Loom.
- Mention whether there have been any changes lately in your webpage. This is important because one of these changes may have caused the problem. For example, a Plugin, an update or the installation of a new Plugin may have taken place. Mentioning it will help and expedite the resolution of the problem.
Our Support Process
Is important to know how our Customer Support Team operates when a new ticket arrives. Below, you can read the steps we follow:
- We read your request.
- If there is no need for clarifications, we assess the gravity of the request. We estimate the time that might be required to conclude your request.
- We check our schedule and, depending on the seriousness of your request and we schedule, estimate when will the problem be resolved.
- We send a response to the customer informing him/her of the above.
