Making Reseller Support Better

We’re working on making Reseller Support better.

That’s pretty easy to say, right? I know I’ve said it to resellers myself when I’ve talked to some of you at trade shows, or on the phone.

It’s also pretty easy for you to respond with, “I’ll believe it when I see it,” or something similar. That’s probably a fair response. I know where you are coming from. We know where you are coming from.

What “Better” Means

“Better” is a neat little word. As a writer, I love to think about words and “better” is one that has a lot of nuance.

Better doesn’t necessarily mean awesome. It can mean awesome – as in, “Remember that great dinner we had last week? This one was better.” But “better” can also mean terrible – as in, “An expired can of tuna on stale crackers for dinner is better than nothing.”

One thing that “better” implies is that there’s a comparison going on. In the case of Reseller Support, it’s this – “That interaction I just had with Reseller Support was better than the last one I had.’

We’re working right now so that when you mark an issue as solved, you’ll say to yourself, “Yup, that was better again!” In other words, we’re improving things with a recognition that our work will never be done, and that we can always “do better”.

You are the best judge of what “better” means right now. Maybe for you right now it’s “okay” or “alright” (or even “terrible”). Eventually “better” will mean great and then a little bit later on, “better” will mean awesome. We’ll get there in time.

Measuring Our Progress

In order to know whether we are getting better, we need to be able to measure ourselves against some standard. We implemented Transactional Net Promoter Score surveys last week as one way to measure whether we’re getting better over time. Read more about that here.

We’re also quantifying some standards for Support so that we are able to easily measure our progress.

You deserve to know what those standards are so that you know what to expect, and so you can hold us responsible if we fail to meet them. Here are the objectives we’ve set for Reseller Support:

  • Phone support: Call 1-888-511-7284 (U.S. and Canada) or +800 371 69922 (International) between 8:00 a.m. and 8:00 p.m. EST (13:00 and 23:00 UTC) and a live person who is able to help you will pick up the phone within 20 seconds. Outside of those hours, you can call and leave a voicemail message, or you can email help@opensrs.com. Incoming voicemail and email is monitored 24/7 and critical issues will be addressed as required.
  • Email support: We will answer your email support request within 24 hours of receiving it (often much more quickly). You can email help@opensrs.com anytime and the 24 hour clock starts when we get it, no matter the time of day. Support staff will respond to incoming support requests between 8:00 a.m. and 8:00 p.m. EST (13:00 and 23:00 UTC). Outside of those hours, incoming email is monitored 24/7 and critical issues will be addressed as required.
  • Chat support: Live, online chat is available between 8:00 a.m. and 8:00 p.m. EST (13:00 and 23:00 UTC) at https://opensrs.com/manage. A live person will respond to your chat request within 20 seconds.

Those objectives are measurable and clear. We either meet or exceed those standards, or we don’t. If we don’t, we’ll address the reasons why so that we can again consistently meet and improve on them. More importantly, we think that making this commitment is just our starting point. Our intention is to provide you with the best service in the industry. Not just better support. The best. And every time we make it “better”, it is just a next step to best.

We want to share more with you

That’s a lot to digest in a blog post. We want to tell you more, and get into some of the details and thinking around what’s happening with Reseller Support.

We’re inviting you to attend the webinar we’re hosting on Tuesday, December 11 at 11:00 a.m. EST (16:00 UTC) to get some more in-depth information about what we’re doing to make Reseller Support better.

It will be an open and honest discussion about Reseller Support with a view to the future described above.

We hope you can attend and even if you can’t view it live, register for the event anyways and you’ll automatically get the reminders and a follow-up email with the details on where the recorded version can be viewed.

You can register here.

3 thoughts on “Making Reseller Support Better

  1. I bet your support guys are loving you!:) No Christmas cards this year!

    In all seriousness I think you’re already doing a pretty good job. We deal with a lot of other companies and their support departments and many of those fall way below yours with regards ‘being better’. The only disappointment I have at the moment is I can’t join the Webinar as you’re using a system that doesn’t support Linux (Ubuntu specifically).

  2. Support is happy – everyone likes to be recognized for doing good work and so far the feedback from Resellers has been good. I’m happy to hear you’re already happy with what we’re doing. That’s a nice place from which to start.

    As for the Linux issue…it pains me every time I do one of these as I know we’re excluding some people from live participation. We have evaluated a couple of other systems recently and while they offer Linux support, we would loose so much compared to GotoWebinar that we just can’t make the switch. We’re continuing to push Citrix to add Linux support.

    I’m a Mac user, and given the state of the Mac support when we started using it and where it is today, maybe there’s some hope.

    Thanks for your comment and we will have a recording of the webinar on YouTube later today. I’ll append that link to this blog post.

  3. Transparency is nice. But the bottom line is there used to be better support and even the above “improvements” are decreases from previous support times and options.

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