Support procedure

Why need support ?

In Avada, support plays a pivotal role in ensuring customer satisfaction, retention, and overall business success. Our support has been and will always be one of our USP (Unique Selling Point). We do not provide support, we provide excellent support.

In Avada, we provide 24/7 support and service as a whole package. Our app is up and running 24/7 so there is no point for not providing 24/7 support. It is a touch challenge but once pulled off, it has a high return. Because of that, our support takes place everyday, every hour, every minute. So, bugs and issues can get reported on a daily basis. Our job is to make sure that our support is not overwhelmed by providing solution that fix the crux of the problem, and reduce the amount of bugs every new release.

Let sum up a few points which shows why support is important to our business:

Competitive Advantage:

Exceptional support sets us apart from competitors. By delivering superior support services, we differentiate ourselves in a crowded market and become the preferred choice for customers seeking reliable and responsive assistance.

As our slogan: "Deliver more than expected"

Customer Satisfaction:

Providing timely and effective support ensures that customers have a positive experience with our product. Satisfied customers are more likely to renew their subscriptions, refer others, and become loyal advocates for our brand.

Retain Customers:

Not every product can be perfect. It always needs support along the way. The customer is well aware of that. They are more likely to continue to use apps which may encounter problems, but they receive support along the way other than things works at first, then once break, no support provided.

Promptly addressing customer issues and concerns helps prevent churn. By resolving problems efficiently, we demonstrate our commitment to our customers' success and encourage them to continue using our product.

Maintain Reputation:

Support interactions shape our company's reputation. Positive support experiences enhance our brand image and credibility in the market, attracting new customers and retaining existing ones.

Product Improvement:

Support interactions provide valuable insights into customer needs, pain points, and feature requests. By gathering and analyzing feedback from support tickets, we can identify trends, prioritize product improvements, and enhance the overall user experience.

Maximize Revenue:

Happy customers are more likely to upgrade their subscriptions, purchase additional features, or expand their usage of our product. Effective support contributes to upsell and cross-sell opportunities, driving revenue growth for the company.s

When will support happens

So when will support happens:

• Everyday on chat channels on Slack. It finds you no matters what.
• On Trello board. Cards with bug label is collected from support process which takes place 24/7.

Slack channels

There are a few channel dedicated for some main apps and other for apps with less support queries:

• joy-loyalty-support: For Joy loyalty app
• seo-loyalty-support: For Avada SEO suites app
• aem-loyalty-support: For Email Marketing app
• airr-reviews-support: For Air Review app
• appbase-loyalty-support: For all other apps

Trello cards

There are two main sources for bug reporting in our team:

• Avada App Issues
• Our development Trello board.

Is support bug fixing?

No, support entails more than just fixing bugs. It involves troubleshooting to identify the root causes of issues and then implementing solutions to resolve them. This process goes beyond simply patching up bugs; it aims to understand and address underlying issues to ensure a more stable and functional system.

You can find more document on this here

Priority

Customer support is our top priority. We prioritize assisting customers above all else, ensuring their needs are addressed promptly and effectively. By placing customers first, we strive to provide the highest level of service and satisfaction.

So if you are in the middle of development tasks, but you cannot arrange your time to handle the support query. Try your best to take a look at it first. Find if you can find the culprit, if it takes time to fix, but you manage to troubleshoot and come up with a solution or somehow half way there. You can pass it on to another by reporting to your techlead.

However, it is always recommended to try it handle it if you get assigned.

Checkpoints and steps.

• When an issue arises, it is promptly taken and assigned. You can join it or the techlead will assign the issue to you.
• Confirmation of whether it's a bug or another type of issue, with involvement from testers if necessary.
• Troubleshooting to identify the root cause of the problem.
• Providing assumptions and potential solutions as quickly as possible, even if a definitive fix has not yet been implemented.
• If determined to be a bug or issue, creating a Trello card and attaching relevant links (such as chat logs) for easy reference.
• Resolving the issue following the development workflow. In some cases, if the solution is straightforward and verified by a technical lead, bypassing the staging environment may be feasible. Read development workflow
• Releasing the patch once the issue has been successfully resolved via your techlead approval.
• Informing Customer Support and Technical Support teams, as well as affected customers about the resolution. The CS and TS team will handle the response message. Sometimes it is too technical, it may requires you to help them with the response.
• If necessary, providing proof of the resolution through screencasts or other means. Sometimes, it is not a bug, it can be just a problems non-related to our app. We need to explain to the customers in a persuative manner. Please take a look at this case: https://avadaio.slack.com/archives/C020QJ7F7RN/p1708002245912159 In this case, the GTM customers use has a snipept that override the URL API of Javascript. We have to prove that it has nothing to do with our app, since it is affecting all apps on their store. Here is the screencast we needed to provide to prove: https://screenpal.com/watch/cZnU6kVKUvU

• Make sure that you resolve got noted for points.