Guys, It has been a couple of months since I posted mylast blog post. Would you like to know the reason behind it? Its obvious, we were busy cooking a couple of revolutionary products In ThemeXpertHQ and stil on the process of making it glow.
You know, we have a nimble team of seven nerds, have a dream to make mighty things. To turn the dream into reality, our whole team is working hard. We admit that our support and updates for previous products has been time consuming Even some of our support questions are still unanswered.
We really apologize the inconvenience.
To ensure the quickest forum support, we have upgraded our support system, and have increased our support member.
Besides, there is a good new, I’ve been promoted in the rank of Happiness Engineer which is kind of becoming the head of customer support group.
Now your happiness in my hand at ThemeXpertHQ :)
I am joking. My happiness in your satisfaction. I’ve been given a great responsibility to take Themexpert support to the extraordinary level. And I believe it’s not going to be any better without your help and collaboration.
To make support faster, I’ve made a road-map monthly and weekly basis to ensure your elegant support and product quality. The road-map includes following.
- Publish seeking happiness report on forum support that includes how many forum questions are created, answered, and resolved. (You can have the statistic in the top of forum section)
- Accept feature requests for our template, that reduces your technical labour and time.
- Creating documentation or tutorial for the repeated forum questions.
- Instant chat support in Office hours.
- Forum issue resolved within 24 hours.
- Provide product updates for unexpected errors.
After, me being a Happiness Engineer, you might have noticed the following changes has already been made in our forum..
Specify the timing for forum support.
We've customers all round the world. I believe every customer deserves the instant support. However, sometimes It's impossible for us because of the timing differences. So, we attached a clock in the forum top defining your GMT timing and our time of instant availability, so that you can understand when we'll be available for your instant help or later.
But remember you can post any question anytime, we'll answer your questions whenever we will be available in our office.
Weekly forum report
You can notice a couple of boxes titled this week and previous week below. Do you know what it is? Its a forum report containing how many support question has been posted, answered, unanswered and resolved in the previous week and this week. We're keeping track on our support quality and customer satisfactory level.
Update an exiting Joomla module
According to the road-map, In this week we are going to update Our Xpert Countdown module. This module had a peculiar bug which didn’t show the days counting correctly on Friday. Those who are using EventX Joomla template, are recommended to update the module now.
The intended road-map, I have created to solve the recent support issue according to my observation. If you’ve any advice or recommendation to enhance our support quality, please let me know. Because my prime focus is you and your happiness. :)