It’s been a long time coming but we’ve finally made the choice to move to a helpdesk. We’ve decided to go with Helpscout for premium support services. For non premium support we will be moving to the support page of our WordPress.org plugin page.
We have been considering this for some time. The forums have become increasingly difficult to manage and it’s a slew of custom plugins that we don’t really have the additional time to update with each new WordPress release. This also makes keeping the site up to date more complex well as almost impossible when the time comes for a theme change. At the same time we wanted to also consolidate our non premium support to a centralized location.
We’ve grown to millions of users and supporting that many people simply doesn’t work with a patched together plugin help system. We honestly tried our best, but the time has come for a change.
Many people didn’t like having to revisit the support forum. Some weren’t even aware that they needed to revisit for their support service, thinking they would receive a reply by mail. Countless requests have been made to provide support by email.
We loved how simple that sounded from a users’ point of view… Send answers to the user by email, let them reply to support by email… but from our point of view that would be impossible to manage.
By moving to Helpscout we hope to have a better handle on support requests and answer in a more timely fashion. In the future we hope to have our store jack in to Helpscout for even better support assistance.
We are determined to provide our customers with excellent support. With Helpscout we will have the tools to actually review our support stats and make changes to correct where the problems are and increase productivity.
We welcome your feedback and thank you for being our customers.
WP e-Commerce Support Manager