29 replies to this topic

[-Sky-]

Hi Trap. I am sorry to nag etc.

The Xisto Support Team is so slow and limited now..since velma left the team, support has been unbelievabley slow. If you guys complain that your support is small, then perhaps consider getting newer Staff to help with the Billing area support? In my opinion, I'd personally vote for haslip, SM rval and truefusion to help out. They are a big help in the community.

Please don't just close this topic and warn me for this suggestion.. :/

[rvalkass]

-Sky-, on Nov 22 2009, 03:20 PM, said:

The Xisto Support Team is so slow and limited now..since velma left the team, support has been unbelievabley slow. If you guys complain that your support is small, then perhaps consider getting newer Staff to help with the Billing area support? In my opinion, I'd personally vote for haslip, SM rval and truefusion to help out. They are a big help in the community.

The support team are all paid employees of Xisto (as far as I know) and therefore work regular hours. Us moderators are volunteers and work whenever we have the time I assume training is involved for the support staff to be able to create and manage accounts etc., so I'm guessing that is an issue with getting more staff. Also, I'm not sure if OpaQue would be happy with us moderators working as support staff, due to our unpredictable and fairly random hours on the forums. However, that's up to OpaQue - he really knows the most about all this.

-Sky-, on Nov 22 2009, 03:20 PM, said:

Please don't just close this topic and warn me for this suggestion.. :/

That'd be kinda pointless - who ever improves by ignoring suggestions? I think we all use support fairly infrequently (well, I don't use them a lot anyway) so it's hard for us to gauge whether it's working or not.

[Ash-Bash]

I would be happy to help out on no pay at all I just want to please people, Either be a moderator or support staff just to make the member happy and have an Easy hosting package. It seems that Nick ***< Don't know the name is the only support staff. I don't see why he doesn't recruit on the net and let people work from home.

[-Sky-]

Exactly, however OpaQue can also use it. Though I really do think Xisto need to employ more support staff.

[anwiii]

the only time i needed support was when i first got my hosting with my domain name purchased from xisto. i myself thinks there should be a faster response AND people who are able to understand the true problemsso conversations don't have to go back and forth without a solution in 1 or two days.

but i also understand that hiring 1 or more people will cost more money and when things cost more, the prices will rise or and the value of mycents will be less. or you just wont get as many mycents when posting.

ash bash, you don't need to be a moderator to be part of a team and help people.

as far as volunteers helping with support and billing, i am against that idea...especially a moderator of trap17 forums. people need to have a life too and when you open new areas for moderators to volunteer their time, it will take away their time from their original moderator duties.

the support system isn't perfect, but it's good enough in my opinion(with few exceptions) when trap17 members are getting their hosting and domains and xisto services free using credits through mycents.

although i haven't used anhy support tickets for 5 months now so many things got worse during that time. i don't know....

-Sky-, on Nov 22 2009, 10:11 AM, said:

Exactly, however OpaQue can also use it. Though I really do think Xisto need to employ more support staff.

[rvalkass]

anwiii, on Nov 22 2009, 05:25 PM, said:

but i also understand that hiring 1 or more people will cost more money and when things cost more, the prices will rise or and the value of mycents will be less. or you just wont get as many mycents when posting.

I'm not sure how big the support team is, or what the exact numbers are, but you're probably right. The costs of more people in the team would have to be met somehow, and I'm not sure exactly how that would be done - only OpaQue really knows.

anwiii, on Nov 22 2009, 05:25 PM, said:

ash bash, you don't need to be a moderator to be part of a team and help people.

True. Submitting reports on spam posts is the best way to help out. I get all the reports dropped into my emails, so if I'm on the PC but not on Trap17 for whatever reason then I can come on and sort out the reports as soon as possible. We also get them as PMs on the forum, so we get instant notification if we're online.

anwiii, on Nov 22 2009, 05:25 PM, said:

although i haven't used anhy support tickets for 5 months now so many things got worse during that time. i don't know....

I think most people are the same, which makes it difficult for any of us to judge for ourselves if things are getting better or worse, or not changing at all.

[The Simpleton]

I used support 6-7 times over six months and most of the times only Nikhil Patil was the one who replied. And the response was timely and supportive, just as it was meant to be. But I did begin to wonder about the size of the support team because everytime only one guy replied Well in the end it's OpaQue's decision to choose to hire more support staff, but even if he does, it'll take a lot of time to train them and make them efficient

[Soviet Rathe]

I've submitted support tickets many times and always got a response within 1-2 hours.. and they always resolve my problem
or should I say she? O_O
as far as I know there is only one person there and her name is Nik

[The Simpleton]

Quote

as far as I know there is only one person there and her name is Nik

Er...his name is Nikhil - Nik's just a nickname!

[OpaQue]

I understand that adding more support staff will make the response fast. However, I cannot guarantee that Fast Response will mean Speedy solution. Even having a good team still leads to confusion in managing support tickets especially for L2,L3 requests.

Presently, Most of the support requests are solved within 24 hours and its going smoothly. Previously I felt having more staff (mainly L1) was good but I was wrong. It only led to misunderstanding and confusion within the team and the work lagged like anything. Simple issues were delayed by 2-3 days. So now I hire very few but very experienced and good engineers. Our payment gateway + mycent calculations make the Sales part a bit more tedious.

The Support Load currently is managed very efficiently and we are not having any lags. My major priority is the security of Servers and keeping them stable and up to date. We are still a young company and as we grow big, we will surely add more talented people to our team.

We have one day off in a week, usually its Sunday. Issues coming in these days are personally checked by me. If I find any issue to be critical, I solve it instantly.