Hello dear friends,
First of all I would like to blame myself (Chema) for not providing as adequate support as I would like to. I am not the best person answering to others since, it may seem, I have little patience and as I heard from a customer recently I am “awesomely arrogant”. But trust me, I do everything with good intentions.
Truth be told, we’ve been overwhelmed with work; We released version 2.0, new license system, new theme, mobile theme, Open eShop, we faced some payment problems from providers, we had huge amount of fraud from Stripe (payment processor), all of that in a bit more than 2 month, going on a honeymoon and just 2 people working in the project. So yes! we’ve had a rough time.
What Are We Doing to Improve Support?
More FAQ’s
We have improved the FAQ’s home page, with better structure and a simple search box. We are adding almost daily new small guides to help you configure almost anything from our super featured software. Trust me you can find almost anything there and more to come!
Spanish Support
We have created a new Spanish forum, we have a lot of Spanish customers, I mean Spanish is the 2nd most spoken native language in the world only after mandarin, and as many of you know I am Spanish. Also keep in mind that we will answer any email or support ticket in Spanish if possible.
I want to give the clear message here, Open Classifieds’ official language is English; meaning that Blog posting, FAQ’s and any other communication we do will be done in English since it’s the 2nd most used language in the world once more after mandarin and it’s the most international of all of them.
Improved Professional Support System
As many of you know we have developed Open eShop, with this tool we not only mange sales, generate licenses and serve the demo’s, the main purpose is to provide the best support we can with our new support system. Now after you buy any of our products you have access to our market panel, where you can see which products you bought, re-download them and review them (coming soon products reviews), but also create support tickets for the product you are using. After you create a support ticket one of our agents (Kinan) will review your question try to solve it immediately or assign it to the most adequate developer for each issue. All of that within 24 hours in working days.
Free Forum Support
As everyone knows we have a community forum (developed with OC), where we have already more than 300 topics in it. We moderate all the posting here to avoid spam and to ensure nothing weird gets posted. Almost all the topics created in the free forum are answered as soon as we can. Remember you are using a FREE open source software and we try to provide the best free support we can. Still, many people seem unaware of this and are extremely demanding and impolite.
More Workforce -> Kinan!!
We just hired 1 month a go our latest and third employee Kinan from Syria and Barcelona resident, will help us improve many marketing processes, texts, FAQ’s, business models and give the best support he can to all of you. You can learn more about us here.
This means that I wont personally check anymore the support@ account.
Software Updates
Since 2.x version we have done a crazy work to make software updates as easy as possible. Now with just 1 click on the update button you should be up and running. Every time there’s a software release you can see it in the home of your panel, by clicking check for update. And of course, we publish it in our blog, twitter, facebook and we send a newsletter.
Every time there is a premium theme update, you will receive an automatic email from our market notifying you that there’s a new download available.
Tool Tips everywhere
On every new release we add more tool tips to our settings and we link to our FAQ’s. All of this to make your life and your experience with Open Classifieds better. If you can understand everything from the panel you saved a lot of time!
Bug Hunting, More Releases!
Not any software is perfect and less ours, we are humans and we make plenty of mistakes. We also have many themes, 3rd party libraries, 3rd party integrations…so we always find bugs and some disgusting things….please report any bug you find and we will add it to our bug tracking tool so for next release we will have it fixed for sure! This means probably there’s going to be releases more often but remember that now updating takes only 1 click ;)
Video Tutorials
We just created our Youtube channel, and we have almost nothing uploaded there, but soon all the videos we had, will be republished and we are working in new material, how tos, info-graphics and soon I will be launching a live screencast to anyone interested, explaining all the features of our software and AMA (ask me anything) at the end with a nice present for those attending.
Smile and Wave!
Yes, smiling! we want to have fun, we want you to enjoy with us, just think that every time you have a big problem there’s someone with “real life problems”. The header picture is me in our office answering to you ;)
Any other ideas? suggestions? please feel free to write in the comments, we really appreciate it.
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