General Suggestion for Customer Support

27 Posts

kami88 posted this 16 October 2015

A lot of people, like me, are Artisteer users, not familiar with Bootstrap ...and are confused by Themler.

I'm just thinking about how much time could be saved with sending screenshots and going through detailed, hand-typed, descriptions, if you guys did phone support and shared screens with the user so you can see exactly what the problems are.

Either that or do a webinar to show us exactly how this program was supposed to be used for each type of website (HTML needs it's own set of tutorials), as does single page sites with sections instead of pages.

Even if this type of service was at a cost, it would be well-worth the price and save time and energy that could be dedicated to designing sites.

A lot of people, like me, are Artisteer users, not familiar with Bootstrap ...and are confused by Themler. I'm just thinking about how much time could be saved with sending screenshots and going through detailed, hand-typed, descriptions, if you guys did phone support and shared screens with the user so you can see exactly what the problems are. Either that or do a webinar to show us exactly how this program was supposed to be used for each type of website (HTML needs it's own set of tutorials), as does single page sites with sections instead of pages. Even if this type of service was at a cost, it would be well-worth the price and save time and energy that could be dedicated to designing sites.

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3 Comments

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67 Posts

Ian Shere posted this 16 October 2015

Actually, some better documentation would be great. Aristeer, from back in at least 2008 always had a great manual. I cannot understand putting out a complex piece of software like Themler without a comprehensive manual.

27 Posts

kami88 posted this 16 October 2015

Agreed, however, the request for a manual was already brought up and answered by Themler in someone's earlier post. Themler say it's coming.

Even with a comprehensive manual, better communication through support is needed. I had Artisteer's manual and still there were specific situations that were just not covered by the manual -- especially if you're not using Artisteer or Themler for non-CMS sites.

In my opinion, the time spent on writing support tickets taking screenshots (and in some cases providing video) requested by the support team member, then waiting for a response that could come within 24 to 48 hours could be better handled in a 5-20minute phone call and screen share. Personally, I'd rather get on with a project than have to put it on hold for a day or two only to read a response that may or may not answer my query.

Agreed, however, the request for a manual was already brought up and answered by Themler in someone's earlier post. Themler say it's coming. Even with a comprehensive manual, better communication through support is needed. I had Artisteer's manual and still there were specific situations that were just not covered by the manual -- especially if you're not using Artisteer or Themler for non-CMS sites. In my opinion, the time spent on writing support tickets taking screenshots (and in some cases providing video) requested by the support team member, then waiting for a response that could come within 24 to 48 hours could be better handled in a 5-20minute phone call and screen share. Personally, I'd rather get on with a project than have to put it on hold for a day or two only to read a response that may or may not answer my query.

18 Posts

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