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Aytekin Tank

Aytekin Tank is founder of JotForm. He currently leads the JotForm development team. He loves to hear from JotForm users. Feel free to shoot him an email at aytekin at jotform.com.

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Behind the Scenes: Our Support Tools

August 10, 2011
Yesterday we received two separate comments about our support. One was good and one was not so good. :)

The Good:
"Probably the best customer support I've come across on the net...ever!" (yazgar)

The Bad:
"does this "escalation" or "increasing the priority" thing ever have any impact on anything?  Maybe it does for someone else/something else, but just not the stuff I write in about?  I'm beginning to think it's nothing but a polite way of being shown the door.  Or being told you're just SOL.  I'd actually rather hear "no, we're NEVER going to add that or fix that" than hear it's "escalated" or "prioritized" and then . . . nothing else ever again.  At least with the former, I could stop wondering." (robinowsley)


We always try to be transparent. So, I wanted to share how our support team works.  All of these tools are custom developed and we used our own Content Management System to create them.


Support Inbox

When you send us a message, an email, a comment, or a forum post it lands on our support inbox:



When you get an answer to a question, you will also receive the answer in your email. You can reply to that email and your email message will be captured and added to our system. And, the forum thread will be back on the Support Inbox.

We also try to prioritize our paying customers. If we did not have paying customers we wouldn't be able to afford a free version. So, we give their requests more priority.


Sometimes we cannot answer the question on the spot. We assign those questions to developers, and they show up on their own inboxes:

 



Making Sure We Provide a Fast Support

We keep an eye on the number of messages on our support inbox. Our first goal is to always provide correct, through, helpful answers. But we also try to answer questions fast. We have a counter that tracks the daily average to answer waiting questions.



Our support team is located on different geographic locations (ie. US, Philippines, Ireland, Barbados and Turkey) so we try to keep an eye on the increases in our support inbox count.




Emergency Alert System

Luckily JotForm is hard solid and we do not have many emergencies. But, on average, once a year, we will have a problem and that will cause a flood in our support system. To solve this problem, we have an emergency alert system that shows recent updates on our support system and contact forms.







Answering Comments:

We allow commenting on both our blog and user guide. As a result we get many questions as a comment on various pages. The problem was that it is difficult to answer these questions within the comments. Sometimes we wouldn't be aware of questions until someone visits that page.

To solve this, we have designed a comment inbox. Every comment posted on the site, lands in this inbox. If there is a question to be answered, we answer them on the forum and a back link is automatically added to the comment. The poster is also emailed with the answer.





This is how our support team works. Next time, you send us a question you can be sure that it will be answered in a timely manner. If you have not requested support before, go ahead and try us now. :)

8 Comments...

saloppickle - August 10, 2011 at 12:40 PM    

I have a product order form with 10 products, that customers can order up to 3, I need to charge them for postage and packing, how, can I have configure this so this box is always ticked.
Thanks - great products

Ian Lewis

View Answer

phycomoon - August 15, 2011 at 05:03 PM    

how could I get some information in spanish I'm just 15 years old and I need some help, I don't have a good english and I want to make the best job and I know this is the correct program...

View Answer

lucylikesletters - August 20, 2011 at 01:34 PM    

How can I test the functions of my form without my website being live. I just want to check the form links to paypal, an email is sent etc.. I do sort of believe it will work... but I would like to test it before... Thank you - Lucy

View Answer

djwoodbury - August 23, 2011 at 04:30 PM    

Is there any way to delete erroneous entries that have been submitted? In other words, delete an entry in the forms DB.

View Answer

seniaku - September 02, 2011 at 02:48 PM    

wow.. amazing system!

Greg Farnum - September 21, 2011 at 01:17 PM    

Could you send me a quick note that explains how to insert the script html (to call the form) into my new website?

Thanks

View Answer

animaladvocatesofus - September 25, 2011 at 01:12 PM    

hi, when our customers submit their completed form, we're getting multiple submissions of the same form, which confuses us and adds to our form usage. any resolution on this possible. also, 10 multiple forms submitted in same day. we tested to see if it was our customers and found it's in the jotform system we think. help.

View Answer

Hi