Most authors know that to achieve success on the marketplaces high quality help is extraordinarily vital. Due to this, when somebody has an issue with one among our merchandise we wish to repair it instantly as a result of:
1) We wish to ensure that future patrons don’t have the identical drawback
2) We take delight in producing prime quality recordsdata and bugs are merely not acceptable
I can’t communicate for different authors, but when a purchaser has an issue I haven’t solved earlier than, I all the time look into it without spending a dime. As a result of bugs are part of life and also you simply by no means learn about one thing till you’ve totally researched it. Sadly, researching points can take a great deal of time. Particularly if you end up speaking with patrons a number of instances a day.
From my expertise, a great deal of points resolved are customization errors. Typically my first thought is “why didn’t they learn the assistance file” or “why didn’t they validate their xml”. However then I remind myself that all of us make errors, it’s simply human nature. Sadly, researching buyer points can generally eat up a very good portion of the day, and herein lies the problem.
As a purchaser, there are some things you are able to do to assist authors give nice help:
1) Clarify your drawback intimately.
This isn’t all the time simple when English isn’t your first language. However simply do your greatest to be as descriptive as attainable when writing for help.
2) Use one supply of communication.
Typically prospects will request help in each the file’s feedback and thru e mail. Usually this wouldn’t be a giant deal however due to the quantity of questions many authors get, generally we've got to reference earlier components of the dialog. And when dialogue is happening in two completely different locations this could result in confusion.
three) Present us a web based instance.
Typically we will discover an issue extraordinarily quick if we will visually see the issue.
four) Ship us a whole zip of your present recordsdata.
Typically after I ask for this I solely get a number of recordsdata and in consequence should merge recordsdata with the unique supply. The issue is that this takes additional time and leaves room for error. When we've got a whole zip of every little thing (together with all supply recordsdata ), we will begin testing in your setting instantly and keep away from file merging errors.
So lets work collectively. Assist make help simpler for us, and the standard of help will rise in consequence.
Written by CodingJack.
