4 posts by 4 authors in: Forums > Off Topic / Other
Last Post: June 4, 2008   (RSS)

By cavj - November 17, 2007

Excuse me if you think I'm 'out of order' here but I'm sure I speak for many:

Your technical team, whilst being efficient are TOO technical for most of your users. People buy a 'package' hoping that the package will help them!

PLEASE be more generous when you answer questions - think like the layman!



YOU are all too quick to post replies saying 'SEND A SUPPORT REQUEST'. This is fine BUT there are too many threads on this site that end with such a comment.- WHY DON'T YOU TELL US what that result was and how to fix it?



Many people have mentioned 'Comments' software: YOU HAVE IT but dictate to the people who have PAID FOR YOUR SOFTWARE that one 'must fill-in a support request'. IF we have paid for software you have (and the fact that the 'comments' section is included in the CSS file by default says its available) then WHY NOT GIVE IT TO US?



If you want more money SAY SO! If you want more money and your service is good then people WILL PAY. By holding out on those who do pay you are just making problems. By not supporting the product you stand behind, you are causing problems.



Customer first?

Re: [cavj] BUSINESS SENSE ?

By Jake - November 20, 2007

Hi cavj,

Thanks for your feedback!

Usually when we ask a user to submit a support request, it's for one of two reasons: either we can't make sense of the problem without looking at the site directly, or the problem is potentially being caused by several different factors. It doesn't make much sense to have a customer try out a bunch of different methods if we're able to take a quick look at their site and identify the problem right away.

In regards to the comment script, that's something that is provided by a third-party so we can't actually distribute that software ourselves which is why we only set it up through our Priority Consulting service. A lot of comment scripts out there can be set up with our software, so if you'd like to try adding one to your site we'd be happy to help you as much as we can if you run into any trouble.

I'm not sure if you're aware of this, but we do offer free support through email with an average turn-around time of one business day - we feel that this policy is quite good for an industry where many software firms do not offer any support beyond a public forum hosted on their site.

Feel free to contact us if you need anything further. [:)]
-----------------------------------------------------------
Cheers,
Jake Marvin - Product Specialist
support@interactivetools.com

Hire me!
Save time by getting our experts to help with your project. Template changes, advanced features, full integration, whatever you need. Whether you need one hour or fifty, get it done fast with Priority Consulting.

Re: [cavj] BUSINESS SENSE ?

By Wolf-E - June 3, 2008

I disagree. I've built several sites with LM and, whenever I got a problem, I got a resolution quite quickly. If I asked for clarification, I got it. Right now i'm up to my eyes in a whole new departure from our usual coding - and support has been there since the start. I bought my software a day or so before the price change - I got offered a whole refund, difference refund, or priority consulting time to the value. How many companies do that? I know a few that would have just said 'tough'. (a certain bloatware producer for example...[;)] )

Right now I have a glitch. I've asked for support over a sequence of e-mails - which allows IA and us to drill down to the root cause and mend it. I get a response my next business day - and given the time difference between IA and us, that's very good going.

What I find with IA is that their software allows me to complete tasks quickly without having to take a degree in software development first - and who has the time for that? I can concentrate on getting the end-result out to our clients, working 100% the way it should. It's like having a team of software developers on-call in the back office - and all for just the price of the software. Consider that for a moment. The last 'local' coder we hired-in cost a fortune and couldn't be found anyplace when their code fell apart! [mad] . I haven't worked out a value-added price on what you get as support, but it would be considerable if we had to hire that kind of help full time on every project!

Okay, some of the answers can - of necessity - get a bit technical, but there are plenty of folks in the forums who have come up with work-arounds, code suggestions, even free style sheets, css and scripts, and mostly presented in easy enough terms. I've seen code in there that I've quite happily re-used, then modified further.

This isn't me starting an IA fan club, nor do I work for them (!) - just seeing it from a small business perspective. For a couple of hundred dollars I get some great software I can modify to suit, 90 days support, plenty of e-mail support, a ton of info (for free) out of the forums and a good wage at the end of the project. I've not had any issues with IA not standing by the product or their client (me). Far as i'm concerned it works. And believe me, if it didn't, I wouldn't be shy about saying so either!

Just a thought....[cool]

Re: [Wolf-E] BUSINESS SENSE ?

By MikeB - June 4, 2008

Hi Wolf,

Thanks for the kind words!

Let us know if there's anything else we can do to help you out! [:)]

Cheers,
Mike Briggs - Product Specialist
support@interactivetools.com

<hr /><i><a href="http://www.interactivetools.com/consulting/" rel="nofollow"><b>Hire me!</b></a>
Save time by getting our experts to help with your project. Template changes, advanced features, full integration, whatever you need. Whether you need one hour or fifty, get it done fast with <a href="http://www.interactivetools.com/consulting/" rel="nofollow"><b>Priority Consulting</b></a>.</i>