Have you ever wondered who is on the other end of your support ticket or Intercom Chat? Ever sat squinting at the tiny avatars that might pop up trying to find a human face? Well we say it all the time at Umbraco - at the heart of Umbraco is ‘U’, our community and our customers - so we’re taking a moment to introduce the flesh and bones behind our fantastic support and service team, because who wants to hold hands with a stranger as they navigate the unknown!
If you didn’t know that Umbraco offers professional support plans - we do! To make sure you're never alone with Umbraco, we offer plans to fit every budget, workload or support need. With a support plan, you have a direct line into our very own Umbraco support heros.
Meet your team
Our support team comes from a variety of different backgrounds, but all have one thing in common - they get a kick out of solving a problem. Part competitive, part empathy, part determination - the support guys are those people that love puzzles, riddles, and brain training/logic.
Meet Jim, new to Umbraco (as of September, 2016) but certainly not new to the world of web and customer service. Previously a project lead, Jim understands the project life cycle and the processes many of you follow as agencies or developers - he's been in your shoes! As an advocate of knowledge sharing, collaboration and open source, Jim is positioned perfectly in our support team through his urge to help the community.
Rune is a "Jack of all Trades" and whilst mostly focused with on-boarding new users he has a wealth of knowledge on Umbraco, Umbraco as a Service and the implications of upgrades and new features in each release. He can support your entire journey from answering initial questions to helping diagnose a specific issue down the road.
Dennis is our Support Guru. At any given time he can tell you our ticket resolution rate, our average response time, or our level of customer satisfaction - which is usually high judging by the feedback he gets! With experience in e-commerce, Dennis saves your bacon when it comes to problems with the webshop, licenses, payment, transactions and user accounts.
Georgs studies web development, so is in the unique position of learning-by-doing and gaining exposure to many different ways of thinking, CMS choices and product solutions. He brings a curious mind and a willingness to try new things in name of finding improvements. A fresh approach to support and customer service!
Customer service at Umbraco isn't a department it's an attitude
Our support starts with our absolute love for the community, but where it ends is limitless! Fielding the queue of support tickets is not a simple open and close - they are responding, testing, resolving, escalating or turning tickets into reported bugs on our Issue Tracker. On average 399 tickets have been resolved each month during the last 12 months! Feedback and solutions learned from these tickets are recorded both internally and written into documentation. On top of this, new features, releases and patches are tested by the entire support team so they know exactly what new goodies you are about to play with and potentially need a hand with!
The support team are effectively the meeting point of technical and service so from day one, all support staff are given an induction by both the Development team and the SSS team. For example, they will learn the development workflows alongside the marketing tone of voice to ensure they are equipped with the knowledge to both diagnose and communicate on issues. All support staff take the Umbraco Fundamentals and MVC courses and are given the task to develop their own Umbraco website to get their hands dirty and “learn by doing”. This means you can be confident that they have literally been in your shoes and get where you are coming from.
But it wouldn’t be the Umbraco way to restrict and confine our Support efforts to one place! Every day the entire team at Umbraco HQ, from developers to sales staff, to the Unicorn himself, respond to tweets, comments and new business leads to make sure when you interact with us, you are more than satisfied. This ensures that we all understand the experiences of our community. It is no use segregating a creator from the feedback on their work, else we’d never be building the product that delivers on your needs most! For example, everybody on the UaaS team has one dedicated support day a week, in which they're ready to help our initial frontline support on more detailed or complex requests.
What do our customers say?
At the end of the day, we feel Tuan Tan from Slack Customer Service says it well:
“We’re not just here to answer questions and clear the queue. We build relationships.”
And we’ve built some happy ones at that:
“Dennis was exceptionally helpful in resolving my issues, despite my limited knowledge on the topic. His help was truly a reflection of 'the friendliest CMS in the world' and as such I would happily recommend Umbraco service and support.”
“Rune has been of excellent help. He has gone far and beyond in helping us solve a serious problem, even when the issue finally turned out to be a server setup problem. I cannot recommend you all enough.”
If you think an Umbraco support plan may be for you, head to the support page to read more about each level of care. For more from the support team, stay tuned on the blog over the next few months as Jim will be posting his “Tips and Tricks” for the entire community to benefit from.