Progressively, we have been observing the product development time dwindling thanks to the demands of support. Here are some observations, thought some of you might find it interesting :
Typically we receive about 150-200 emails a day for support. A large portion of these emails are sent by a small portion of the senders. this means, of the 150 emails, about 100 emails are sent by about 10 people.
Most such emails start with a one-liner "TouchDown doesnt work". The moment a user does that to us, we have to start the process of peeling the onion. 5-10 emails later, we pin point the problem down to one of the following most of the time
1. The user is not using exchange or an activesync server at all
2. the users password changed
3. the user does not have an internet connection on the device
4. the server is down or reconfigured
Another typical email we receive is "I purchased from the market - where is my serial number". We have placed large notices of the fact that you will not receive a serial number separately, but still we get this.
Every Monday, Android Market seems to experience large volumes of requests, causing the authorization of the purchases to be delayed by several minutes or sometimes Hours. This generates a flurry of frustrated emails.
Another common email we get : "I cant configure touchdown, please call me (555)555-1234". Rest assured, we will never call you. After having tried the whole phone support thing, getting placed ON HOLD for hours by our customers, we have realized that we dont want to be known as the first company to actually call our customers and provide support.
Most of our users are very appreciative of the quick support turnaround time. We believe that a product so mission critical should come with reasonably fast support. While we officially strive for a 24 hour turnaround time, we always answer in a few minutes if we possibly can. But if our customers would email us with anything more than a one-liner, it may give us more time to make the application better..
May i also take this opportunity to remind you of the following links :For Configuration help
For Troubleshooting configuration errors
Our Forums
Our Master FAQ
Have a great week!
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5 comments:
I found it super easy to setup and it works great. its a shame a device advertised as being exchange compliant was so horrible it only sync'ed 1 folder.
but you guys came to the rescue at an extremely reasonable price :)
I wish a print function could be added though if the device has printer capabilities.
I've seen Google Apps seems to be supported too, but does it means one must use Notifylink along with TouchDown or is there a way to use TouchDown straight and without NL?
While it is possible to connect to Google Apps directly through touchdown, we (NitroDesk) are unable to support that configuration. Hence Notify is the preferred way.
My company uses Touchdown for all it employees. We use the group schedule feature in outlook to quickly view the team schedule. I've been told that Touchdown doesn't any "group calendar" type features. Is that true? If true, is there a timeline to fix this issue?
My company uses Touchdown on our phones. We use the outlook "group Schedule" feature to track our team activities. I understand that touchdown doesn't support any "group calendar" features. Is that true? Will do be fixing that problem?
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