Comments on: Transparency Report #14 – New Definition of "Headache"

By: Sonal Sinha

Sonal Sinha — Tue, 17 May 2016 18:42:00 +0000

Hey,
Thanks for replying.
We send emailers to the ones who purchased the themes and have a small script like TGM in place for each theme which when updated notifies in admin area that this theme has been updated so anyways users can go to their accounts and download the latest theme.
This way headache of updates is far less and user is also happy.
But i am planning on putting an all new page where users can real time see themes which have been updated with dates of update and version logs and changes implemented.
You are going great and i saw the next transparency report as well which said how you lost $3750 but i think teamclerk acquisition is great.
Best of luck for your WordCamp i hear tickets are already sold 🙂

By: Ionut Neagu

Ionut Neagu — Tue, 17 May 2016 08:28:00 +0000

In reply to Sonal Sinha.

Hey Sonal,
I am really happy to here that those insights are still helpful for people, there aren’t much comments lately :).
Btw how are you guys manage updates/support with such a big number of themes ?

By: Sonal Sinha

Sonal Sinha — Thu, 12 May 2016 10:17:00 +0000

Hi Ionut,
Thank you for posting this wonderful and truthful post about your business and of course your success.
I am one of your fellow competitors however i can’t say i envy you because i am really glad to see someone from our field rising so quickly (in 2 years) as one of the top notch providers.
In this report there are so many things common i found challenging myself into as well like version, new launches, bugs, customer support particularly.
I wish you all the success for future and hope someday i could replicate the same into my business as well 🙂

By: Ionut Neagu

Ionut Neagu — Wed, 27 Apr 2016 09:11:00 +0000

In reply to Paul.

Hey Paul,
Thank you for the advices, see my answers below :
1. I always say that to our team, that there is a person on the other end, not a ticket # and they are aware of that :). However thinking from the other end, our support members are people too, not robots, so if is possible to have processes and tools to avoid them doing same task over and over, we would do it, this doesn’t mean that they will send the same canned response over and over
2. Thanks for feedback on the naming things.

By: Paul

Paul — Sun, 24 Apr 2016 22:28:00 +0000

It sounds like you’re doing some good things in your organization. I would like to caution you to never forget you’re interacting with a living, breathing, person on the other end – not a ticket. There is absolutely nothing more annoying to me than to write up a concise issue with exactly what is happening, my equipment, version #s, etc, only to receive a canned email ‘reply’ that I’ve already read from the FAQ. These copy and pasted ‘solutions’ generally show me that the content of my carefully written issue were not even read past the title and first sentence. This is disrespectful to clients, but I see it all the time.
Best of luck with your organization! You’re on the right track in minimizing management toys. I’m going to pop over to see what kind of writing you’re looking for. I used to write professionally.
Finally, I have to say this is hands down the silliest geek-speak phrase I’ve read in a long, long time: “So to facilitate the onboarding process for our Happiness Engineers…” I don’t think ‘onboarding’ is a real word, and I’d be embarrassed to be called a Happiness Engineer.
You obviously have to passion and open-mindedness to be successful. Again, best of luck!
Cheers!
Paul