We’ve spent the first half of 2017 having a major evaluation of how we provide help and support.
We average around 400 new support tickets each day, and as we grow, the number of threads and support demands grow too. Though we average over a 95% support satisfaction rating, and we get the first reply to around half of all tickets in under 15 minutes, we know there is always room to improve.
Today, we’re excited to roll out the first phase in our plans for even better support. And we’re doing it by making all of our documentation, videos, and guides available right in the WordPress dashboard!
For now, this is ‘opt-in’, meaning we need your permission in order to turn it on. So if this is something you are interested in, please send us an email (email@example.com) and let us know!
The documentation is all white-label, tailored specifically to the plugins and features available on CampusPress, and will be kept up-to-date with any WordPress upgrades and the like.
How Does It Work?
- Once enabled, a “Help & Support” tab is added to the bottom of every page in the dashboard for logged in users. There is a search bar, and as it is used more, the system will learn better pages to suggest based on what the user is doing in the dashboard.
- There is also an ‘Email Support’ button which allows you to quickly create support tickets that are sent to our help desk. By default, this only shows to Super Admin users.
- If you have any previous or open tickets, those are also listed if your WordPress user has the same email address that the tickets were originally created with.
End-User Email Support
We also offer the option to enable the creation of email support tickets by each of your end users. This means faculty, staff, and even students could receive direct support from our team – 24/7 – and can free up your help desk completely. We’d help with any WordPress related questions – from how to upload an image to troubleshooting anything that may come up. To learn more, please get in touch and your Account Manager will share the options and work to get it enabled.
Keep your fingers crossed, but our ultimate goal is to be able to offer around the clock live chat support to all customers. We’re currently evaluating different platforms, training new staff, and preparing to be able to roll that out sometime in 2017.
As we mentioned, if you are interested in enabling the new in dashboard support and/or end-user email support, please let us know at firstname.lastname@example.org!