July 22, 2012 at 12:44 pm #40580
I’m a long time WooTheme user and one of the things I like best about the group has been their support. The staff are terrific, response times were excellent, and the forum they used was great and keeping track of support posts etc. But recently, they switched to using UserVoice which no longer allows individual ticket tracking, users can no long access resolved tickets, etc.
I’m curious to know what other WooTheme users think about the new system.August 3, 2012 at 3:16 am #40699
If I had to guess, I’d say they got offered a bundled deal with the UserVoice product they already use for the Ideas/suggestions engine. Just from a personal standpoint, I think this is really going to be helpful to their entry-level users and an incredible detriment to the more intermediate-advanced users. Targeted, low-level questions will get answered more quickly, or perhaps pointed to the KB and code-level questions may/may not get answered as much or more than before. Personally I think this move drastically lowers the quality of their support because of the inability to access past answers. No knowledge base can replace the troubleshooting and answer contexts a forum offers. Yuck.August 6, 2012 at 12:51 pm #40866
I think those are good observations, especially the point about being useful for newer users. Given Woo’s growth, it might make sense that the majority of new users aren’t developers etc. so USerVoice may be better for that influx. Nonetheless, it’s a solution that may very well leave everyone else in the cold.August 10, 2012 at 3:40 pm #40993
There’s quite a discussion going on in the comments of a blog post posted today:
http://www.woothemes.com/2012/08/a-club-reimagined/August 10, 2012 at 4:20 pm #41002
Indeed there, is, 200 comments and counting.What I find particularly interesting in those threads is the number of users who express concern over not so much the direction as the process Woo used to make those decisions. On one hand, I wonder if Woo is getting some really bad advice from this consultant they hired (has anyone seen exactly who this is?).
I don’t like to criticize a third party without knowing all of the details but the more I see in the Woo employee responses to member complaints/questions, the more I think they really believe that their decisions were producing positive results but the metric being used to arrive at those figures appear to be biased toward promised results, perhaps by the consulting firm.August 19, 2012 at 7:03 pm #41239
You’re right that it’s largely about Woo’s communication (or lack thereof). For some unknown reason, they’ve moved away from including the community in the discussion to making a decision and letting the chips fall where they may. It really doesn’t instill a lot of trust from their membership when they do it this way. It’s the business equivalent of, “It’s easier to ask for forgiveness than permission.”
I get that they’re making business-conscious decisions, but there needs to be a balance between what’s best for the company and what’s best for the membership. These aren’t people leeching free stuff off of a straggling company, these are paying customers! It’s absurd to me that they claim they were surprised by the community response. Seriously?
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