(Wild Apricot non-profit software – raw data from customer survey December 2008)

How would you rank our technical support?

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Comment Text Response Date

1. Support, Help files, forum are good sources and I could always Mon, 1/12/09 6:19
find answers to my questions without having to bother WA support. AM
2. I had a problem and was told it would be available in the next Wed, 12/31/08
update release which would be approx 3 weeks, I wasn't 11:38 AM
thrilled, but accepted it, and you guys fixed it within the week,
and released an update, and All for my organization. I was
absolutely impressed by the individual customer service I
received.
3. Whenever I talk to a person they are very helpful. Occasionally Wed, 12/31/08 9:26
when I am in a panic it seems difficult to actually talk to someone. AM
4. The team answers the questions in a timely manner and Sat, 12/20/08 2:01
continue to look for ways to improve the product. PM
5. Haven't used it Thu, 12/18/08 7:09
PM
6. You always answer the phone & emails, and are very helpful. Tue, 12/16/08 2:18
PM
7. Extraordinarily prompt and helpful! Tue, 12/16/08 1:41
PM
8. Never really need help! Mon, 12/15/08
10:53 PM
9. another member of the club has dealt with your technical support. I Mon, 12/15/08 3:13
am the designer only, and don't know a heck of a lot about the tech PM
part... but I have had very good customer support response from
you.
10. Little or no really customized support. Stock answers. No voice Sat, 12/13/08 2:24
contact. PM
11. response time to questions is amazing Sat, 12/13/08 12:48
PM
12. both phone and email support are very prompt and although I Fri, 12/12/08 3:38
don't always like the answers, the support team is extremely PM
knowledgable, friendly and give clear, understandable answers.
13. Please offer phone support or IM support. Fri, 12/12/08 2:53
PM
14. It is not efficient to have to send a ticket and wait to hear back. Thu, 12/11/08 11:06
When I've done this, I typically get back a question - then I have to PM
reply and wait again for the answer. I would suggest having an
online chat or some other real time assistance. I can't afford to wait
2-3 days to figure something out when I'm stuck. I am still waiting
for an answer to something rather important and time is of the
essence. I submitted a ticket last night and have not heard from
anyone. When I do, there is a good chance it will be a question
about my question and then I'll have to wait again. I love the
website except for the technical support.
15. The responsiveness to the (few) requests I've made have been Thu, 12/11/08 1:06
great. And the communications through the forums and the user PM
guide are very on-point.
16. LOVE the full help that is really easy to use Wed, 12/10/08
10:07 PM
17. Can't comment yet; our website is still in development. Wed, 12/10/08 4:08
PM
18. I have never used it. Perhaps our Board VP, who set us up with Wed, 12/10/08 1:01
WildApricot, could better speak to this. PM
19. I've only had a couple of questions and those were answered very Wed, 12/10/08
quickly. 12:49 PM
20. Online help information is very good. Have always been able to Wed, 12/10/08
 resolve my questions by reading existing postings. 12:12 PM
21. Fast and friendly service no matter what the question. The best Wed, 12/10/08 9:07
service one could ask for. Keep up the great work guys!!! AM
22. Alway very open to suggestions and very accomodating with Tue, 12/9/08 10:48
questions PM
23. You do not yet have solutions for every problem we've Tue, 12/9/08 4:59
encountered, but we appreciate the speedy responses to our PM
questions and your willingness to help us devise workarounds.
24. I haven't tried the tech support as I have had no real problems thus Tue, 12/9/08 2:06
far! PM
25. not had to use it yet Tue, 12/9/08 1:02
PM
26. Haven't needed it except for its role in new features / product Tue, 12/9/08 11:57
development. AM
27. I really haven't used your support very much as yet -- but plan to in Tue, 12/9/08 11:53
the future. AM
28. Site is slow to load at times. Tue, 12/9/08 11:06
AM
29. Did not know you had technical support. Tue, 12/9/08 9:50
AM
30. I haven't reached for a support, yet so I can't evaluate. Tue, 12/9/08 8:51
AM
31. Not sure that I've ever had to use it. Tue, 12/9/08 8:33
AM
32. response in 24 hours but usually not overly helpful. A lot has to be Tue, 12/9/08 7:44
done on our own....answers not explained fully or clearly for us to AM
understand and execute.
33. Don't know - have not used. Tue, 12/9/08 7:38
AM
34. WA technical support is very strong. Not perfect score is Tue, 12/9/08 7:16
because of confusion between customer initiated support AM
tickets and the online help forum (with separate log in); I'd like
to use my account log in for the online help forum, needs
integrated.
35. Never used technical support Tue, 12/9/08 2:07
AM
36. I respect the quick response time and informative answer. Although Tue, 12/9/08 1:48
more information on detailed customization of CSS would be AM
appreciated as it's not in our budget to hire someone to do it. I am
technical enough to understand if only I had the instruction I need
(or was pointed to a manual/website).
37. Haven't used it really - which is a good thing; I don't think I've Tue, 12/9/08 1:25
really had to resort to it. AM
38. Pretty good so far, but not outstanding. Tue, 12/9/08 12:07
AM
39. sometimes very hard to find an answer. The help pages are VERY Mon, 12/8/08 10:40
limited, index is not comprehensive. bulletin boards/forums are not PM
easy use.
40. The support team is consistent in getting back to me quickly, Mon, 12/8/08 9:41
and at asking clarifying questions. Professional and courteous. PM
You must get hammered by all of us. I appreciate all your help
and support.
41. Great. Without your help, I won't be able to make much of our Mon, 12/8/08 9:29
website. I look forward to exploring how we can better utilize the PM
functions you offer.
42. I haven't used them a lot but when have asked for help it has been Mon, 12/8/08 8:55
forthcoming PM
43. organization need good functions but reliable is our basic need (for Mon, 12/8/08 8:34
public and members) PM
44. The Knowledge Base is amazing. I miss the public posting of Mon, 12/8/08 8:31
requests for help, it was a great learning tool. PM
45. I had a hell of a time getting the email set up correctly, the Mon, 12/8/08 8:08
directions are very complicated. PM
46. Don't use much. When I have they have been greeeeeaaaaaaat! Mon, 12/8/08 7:28
PM
47. Sometimes it would be nice to actually speak with a person instead Mon, 12/8/08 7:20
of having to write everything down such that a person on the other PM
end can understand what one is asking. There have been times
when my problem/issue was lost in the midst of the question and
response received.
48. Not used Mon, 12/8/08 6:36
PM
49. Denys is the tech I usually hear from and he is on time and spot on Mon, 12/8/08 6:18
with his support or seeks clarity to ensure he understands the issue PM
at hand.
50. I have called in using tech support a couple of times, and they Mon, 12/8/08 6:12
have been friendly and helpful. Extremely important as this PM
product is targeted towards the non-technical people.
51. Asked questions, got answers in record time Mon, 12/8/08 6:05
PM
52. They have been very helpful even when I have asked silly Mon, 12/8/08 5:56
questions. So please pass on my thanks PM
53. Almost great. I had to wait a few days one time, but generally, it's Mon, 12/8/08 5:45
been very responsive, polite, and useful. PM
54. I do have a comment but won't put it in writing. Feel free to call if Mon, 12/8/08 4:52
you'd like. Otherwise, no worries. PM
55. I've only called once. Mon, 12/8/08 4:48
PM
56. I haven't had much need of traditional tech support because the Mon, 12/8/08 4:45
online documentation and forums are so good. PM
57. It takes a few days to get an email response. Mon, 12/8/08 4:37
PM
58. Technical support helped me with CSS which was huge. The only Mon, 12/8/08 4:28
problem I have run into so far that has not been resolved is the bug PM
with importing bundle members into existing bundles using an
XML file.
59. Haven't had much need for tech support yet. Mon, 12/8/08 4:22
PM
60. Earlier this year technical support would have been graded quite Mon, 12/8/08 4:17
low because it took days to get an answer. But I submitted a ticket PM
last week and received an answer in one day and that was good.
Again, I will probably be able to grade higher on this when the
ability to manage my billing account becomes self service.
61. Reference 7 & 8 - Nobody or nothing is perfect. Mon, 12/8/08 4:15
PM
62. Great support! Mon, 12/8/08 4:13
PM
63. Questions are answered quickly. Mon, 12/8/08 4:06
PM
64. I am not certain since we have a 3rd party deal with technical Mon, 12/8/08 4:06
issues. PM
65. I've had really good experiences with support. Mon, 12/8/08 4:02
PM
66. Questions, concerns and ideas are always responded to quick and Mon, 12/8/08 3:45
efficiently. WA goes out of their way to be helpful AND also PM
personal.
67. Have not used yet Mon, 12/8/08 3:36
PM
68. I have not needed to use technical support so I cannot properly Mon, 12/8/08 3:31
evaluate. PM
69. People answer the phone and respond to emails and phone calls Mon, 12/8/08 3:31
promptly, are knowledgeable and pleasant, and get the PM
problem resolved quickly.
70. Only used support once, prompt answer. Mon, 12/8/08 3:29
PM
71. Have not used it, yet. Mon, 12/8/08 3:26
PM
72. I haven't used. Mon, 12/8/08 3:23
PM
73. i haven't had to use it Mon, 12/8/08 3:20
PM
74. Haven't used yet Mon, 12/8/08 3:19
PM
75. N/A I haven't used Mon, 12/8/08 3:15
PM
76. Super job guys...Allways looks at everyone's issues. Mon, 12/8/08 3:14
PM