8 months, 1 week ago Arindo DuqueKeymaster
We are trying to make our support channels as efficient as possible because we know that customer support is to continue to grow our products and company as a whole.
A common occurrence is that a user will open a new topic in the forums and, at the same time, use one of the other support channels available to ask the same questions or report the same issues.
One of the consequences of this is that many of the forum topics looked like they were never answered when we were providing support directly via email/chat.
Also, bug reports and fixes generally involve asking for direct access or exchanging sensitive information (which usually happened over PMs), taking the discussion out of the public eye and making the original thread basically useless to users from the outside.
On the other hand, we still believe that the forums are a great place for users to share experiences, code snippets and discuss among them. They are an essential tool to bring community members close to each other.
That’s why, from now on, we will no longer provide customer support via the Community Forums (we will still chime in on the discussions, suggestions, etc, though).
A few other changes will be taking place as well:
- Although the topics will remain public, registration will be locked down to users with a valid license key;
- We moved the Forums away to a separate WordPress install from our main Multisite (a change that was long due);
- It has a new URL now: community.wpultimo.com now, instead of docs.wpultimo.com/community;
Finally, as another way to make things easier and clearer, we are retiring the old docs (docs.wpultimo.com) in favor of the new one (help.wpultimo.com).
The new platform offers insight on what people are searching (which in turn helps us to decide what to write) and integrates with Intercom for a better support experience.
Feel free to share your thoughts about these changes. We always like to hear what you have to say!
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