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(#1)
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| Member Posts: 350 Join Date: Sep 2003 Location: My wife calls it the doghouse... | Kayako Support: An updated impression. -
29-08-2007, 12:00 PM
I have been a Kayako customer now for four years. I've been on both sides of the fence needing help from Kayako Support, both decent and mostly poor experiences in the past. I do have to say though, that my most recent experiences with contacting support have been very positive. In the past few months, every ticket that I have opened with support has had someone on my SupportSuite or on my server looking at the problem within hours rather than days or weeks. The quickest was about 10 minutes after posting the ticket to Support. Although follow up posts to update the status of my tickets have not been as quick, each time that I have been waiting on a response and gotten on the LiveSupport with someone from Kayako, I have been transferred to an actual person that has looked at my ticket and responded with intelligent assistance and/or been able to help me solve the problem, again within hours or at most a day, rather than days or weeks. So, Jamie, Mahesh, Mohit, Harkirat and anyone else who has helped me solve a problem recently, fantastic job. You have drastically raised the bar as far as the level of confidence I have in Kayako Support. And for this, I thank you. And to the development staff, another good job! My confidence level in the product is returning. The 3.11.01 release is definitely the most stable to date since the release of v3. I hope to be able to look forward to that same level of stability in future updates and releases. Eddie Web Site: http://www.netFusionKC.com Web Store: https://www.netfusionkc.com/store/ Anything I say or do is my own opinion and may make absolutely no sense to anyone but me... |
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(#2)
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| Operations Manager Posts: 6,270 Join Date: Jan 2006 Location: England, UK |
29-08-2007, 12:28 PM
Hi Eddie, I'm glad that you feel things are improving - it is what I and many others have been working on continuously over the last six months, and it is good to see this work has not been done in vain. I know that we still have improvements to make in certain areas, but we are tackling things one at a time. Thank you for the testimonial; it comes particularly well received from someone who has been a customer with us for such a long time. -------------------------------------------------------------------
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(#3)
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| Senior Member Posts: 6,755 Join Date: Jun 2005 Location: Cumbria, UK |
29-08-2007, 12:29 PM
Maybe start putting these on the main site Jamie.
My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako |
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(#4)
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| Operations Manager Posts: 6,270 Join Date: Jan 2006 Location: England, UK |
29-08-2007, 12:40 PM
People who look for testimonials will usually check out the forum. I am against copy/pasting testimonials onto a main site - in my experience they are often perceived to be quite 'tacky', and anyone reading them will know that any testimonial page has been hand picked. It is much better to see them here actually posted under the customer's own name. It is a more transparent approach, and I also think it is important for users to see some of the complaints posted here so that they can see how they are resolved quickly and effectivley. This is the reason why we allow comments and opinion to be made here on the forum rather than censoring them (which is what a lot of forums such as ours do); I think having others see how effectively we deal with issues that crop up will carry more weight than pretending they never happen. -------------------------------------------------------------------
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(#5)
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(#6)
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| Senior Member Posts: 6,755 Join Date: Jun 2005 Location: Cumbria, UK |
29-08-2007, 02:57 PM
Maybe link directly to this board from the site then.
My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako |
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(#7)
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| Operations Manager Posts: 6,270 Join Date: Jan 2006 Location: England, UK |
29-08-2007, 03:00 PM
I think that linking to the forum is enough -------------------------------------------------------------------
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(#8)
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(#9)
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| Senior Member Posts: 6,755 Join Date: Jun 2005 Location: Cumbria, UK |
30-08-2007, 08:51 AM
Yea, I think Jamie is going to work on this when he has finished the manual stuff he is currently working on. What about matching the design of the support area with the site too. My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako |
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(#10)
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| Operations Manager Posts: 6,270 Join Date: Jan 2006 Location: England, UK |
30-08-2007, 09:32 AM
We want to show off our product 'out of the box' as much as we can -------------------------------------------------------------------
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(#11)
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| Senior Member Posts: 6,755 Join Date: Jun 2005 Location: Cumbria, UK |
30-08-2007, 09:45 AM
Ah yea, you are right.
My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako |
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