Support Services: first quarter

by Giuseppe Lanzi on 04/11/2014

In the process of improving a product there are many aspects to consider: certainly the functionalities, quality, and performance are very important elements, but in our opinion here at Pro Gamma, customer support and developing the community play a leading role in growth. In our history, this is how it’s always been, and this is how it’s going to stay.

When I talk about it with friends, some will say, “Your goal should be to create the best possible development platform.” My answer is always, “That’s an important achievement, but it’s even more important to help people who use Instant Developer work better, and that is our real goal.”

Seen this way, the responsibility I feel is not only to Pro Gamma, but also to those who develop with InDe in terms of how we support them. That’s why I want to live up to this responsibility today by reporting to you how things are going.

In the first three months of 2014, the support team responded to about 520 requests, in about 680 sessions. So far I can report that:

  • 55% of sessions received a grade.
  • the average grade was 4.24 out of 5.
  • 75% of requests were completed in a single session.

All the active participation in the forum generated more than 700 new threads, 94% of which produced positive results in helping the asker solve their problem.

I think these are excellent indicators, and if we’ve succeeded the credit goes to you, thanks to your enthusiastic contributions to the forums – answering, supporting, and offering advice to those who need it, and because through your feedback on support requests, we can see how we can improve.

Please continue to help us this way, because although it will be no easy task, I intend to report these same results to you when we talk about it next at the end of June.

Thank you, from me, and from the entire support team.

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