Support system that does the job

Image Annotations added - read below !

I guess many of you had a bad experienced when it comes to support. We at StivaSoft know that good support is what makes someone be a client forever. This is why we try to improve our support service all the time.

One of the key features is the ticket support system that we use. Back in the past we used email for communicating with clients. However this work if there are 2 or 3 people in the support department. We now have a lot more people taking care of all clients requests and using email is a big hassle both for clients and us. Using the ticket support system everyone from our support department can easily see what have been discussed with a client. Every specialist from our team can read a ticket and suggest the best way to serve the client. At the same time each client has access to all tickets they've ever submitted.

The ticket support system also overcomes one of the biggest problems - SPAM protection. Very often internet service providers and server administrators use not very accurate spam filters which block ours or our clients' emails although they are clearly not spam. With the ticket support system this is not an issue any more. Even if the notification email message, that is being sent when we reply to a ticket, arrives in your spam folder you can check the ticket at any time using your web browser and still read the reply.

Another great advantage for using a ticket support system is when we discuss project requirements. Almost half of the tickets that we receive are about custom project requests that our clients want us to do - modification to some of our products or creating a brand new script. Using a ticket support system where everything discussed is archived guarantees that when we start working on the actual project nothing will be missed. This is one of the main reasons why we prefer not to provide phone support.

Also many of our clients are not English speaking and it is difficult for them to explain what they need. With the ticket support system they have the time to think about their questions and answers, to send a doc file or image showing their requirements. For the time being we've added some nice features to the ticket support system - file uploads, rate a reply, find a ticket, put a title for each ticket. We believe these all makes it easier for you, our valuable client, to get in touch with us.

In the last couple of weeks we've been working on a new feature - Image Annotations. What it does is to let you put notes over the images that you send to us. Until now when you upload a screenshot to show us something you need to explain which part of the screenshot you are talking about. Now, you can just add a note over the screenshot and we will know what to look at.