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Why not mention your 1 hour response mission below the stat? Should set expectations.
And if long response times are exceptions, maybe you should calculate a weighted mean....
Something like this? (badly formatted but I hope you get the idea) http://securedragon.net/support.php
Please keep in mind that the time displayed is from a free WHMCS addon and not something I coded myself. If somebody would like to create a new plugin for free I'm willing to use it.
Also, not sure if it matters or not but the ticket in question that just needed to be answered in 30 minutes was "do I have this installed on my VPS?" from a client who has been with us for 11 months so we have no clue what he installed on his VPS.
Bold the checkpoints, double space them and maybe indent them a bit to differenate them / not make the site look like full blob of text.
I'd add a shorter abbreviated version above the captcha on the Support form just to drive home (above the submit button) what they can expect to avoid future issues.
Perfect otherwise!
http://securedragon.net/support.php
Leaving now but I'll polish this a few ideas with some more HTML / markup. Be back ~ 5:30
+1
I was thinking of something like the Google/Verify we have now:
Post the code when you're finished and I'll consider it.
@KuJoe: You should say 20 dollars.
@KuJoe this!
I like that but the plugin does not do this.
@KuJoe from my personal point of view, I would suggest you to drop the average response time.
Assign regular business hours and give an average response time of xxx minutes/hours.
Be clear on the timezone for the business hours. This way if your partner is away from the keyboard or your busy doing something else you still will be following your support policy.
maybe show quartiles for the past 48 hours. ie 25 %solved in less than 12 minutes. 50% in less than 17. 75% less than 50. 100% less than 360 minutes
I like this http://securedragon.net/support.php page
How about bold/make the phrase larger (somehow emphasize it) that clearly defines that you're willing to try and get it done.
AKA. Bold or somehow make larger/easier to see this line:
Blink tags?
Ah, sorry, I misunderstood
the Marquee tags too
Agreed. Only changes I'd make is to underline the bullet-points (Basic Management, Emergency Support, etc.)
Otherwise looks great @KuJoe !
For your top right corner of the page, I will put (or something shorter):
Average Ticket Response Time: 17 Minutes (For the last 10 tickets)
Guaranteed Response Time: 1 hour (Critical), 12 hours (normal)
It is certainly misleading, as they think it's what they will get too. I would recommend changing it to something like "Guaranteed Response Time: 1-6 hours (your_business_hours_here)
@KuJoe
On the first row with the green 'check' you are missing an S in response
@jcaleb @Ishaq We do not offer a guaranteed response time or have business hours.
Alright, then say something like "Expected Response Time: 1-12 hours, 1 being for high priority, 12 being for low priority."
Then just short plain text instead?
Average Ticket Response Time: 17 Minutes
(Note: We don't guarantee esponse time)
Btw, why not give a guaranteed response time? E.g. 12h