Feedback Suggestion

Post feature suggestions here for dSupportSuite (including dCloud / dCloud Self-Hosted and the dSupportSuite Management Console)
Forum rules
1. Try to give more than you take, when possible.
2. SEARCH THE FORUMS BEFORE STARTING A NEW TOPIC.

Feedback Suggestion

Postby Marshall » Fri Sep 20, 2013 11:36 pm

Ok so I was thinking...how can we get feedback from customers using dSS, without sending them an email?

1. Have a webpage open up to a survey you've pre-configured, after each Maintenance run?
2. Have a short email message pop-up (like when they submit email requests using dSS), without all the extra fields, just a "Would you care to leave any feedback today?" Title, and a body for writing the message, and a send button?
3. A button that opens up their last 30 days of tickets/feedback, by letting them read what they have sent you (not a full ticket with dialogue going both ways, just a log of what they sent to you)?

I could see a lot of value in having the ability to ask for feedback, and or letting the customer have the option of reviewing their requests without having to contact you.

What do you all think?
Help Me With My Computer Tech
IT Services & IT Consulting Services In Southern IL and St. Louis MO
User avatar
Marshall
 
Posts: 509
Joined: Thu Feb 14, 2013 3:14 am

Re: Feedback Suggestion

Postby Nick » Sat Sep 21, 2013 9:20 am

At least right now, you can accomplish #1 with no change to dSS.

Just a general thought on #2, do you really want your customer's feedback right after they send you a request for help, rather than waiting for some dialog between you and the customer if not a resolution?
Author of d7x and other PC technician's tools. http://www.d7xTech.com

Image
User avatar
Nick
Site Admin
 
Posts: 2786
Joined: Mon Nov 19, 2012 7:54 pm

Re: Feedback Suggestion

Postby Marshall » Sat Sep 21, 2013 10:24 am

The idea with #2 was, after a weekly maintenance run, not after they just sent a request support.

It could even be a short form with radial buttons that output the info via email to you.

Is your computer running fast?
Have you noticed any odd behavior?
Do you see any new programs that you don't want?
How can we service you better? (short description box below)
Help Me With My Computer Tech
IT Services & IT Consulting Services In Southern IL and St. Louis MO
User avatar
Marshall
 
Posts: 509
Joined: Thu Feb 14, 2013 3:14 am

Re: Feedback Suggestion

Postby Marshall » Sat Sep 21, 2013 10:26 am

Of course they would need a checkbox somewhere on the Feedback Form, "Don't bother me again." or something like that, "Opt out of Survey"
Help Me With My Computer Tech
IT Services & IT Consulting Services In Southern IL and St. Louis MO
User avatar
Marshall
 
Posts: 509
Joined: Thu Feb 14, 2013 3:14 am

Re: Feedback Suggestion

Postby Nick » Sat Sep 21, 2013 10:29 am

I see what you are saying now, but I think that's best done by a page on your website, which goes back to #1 and can already be done.

The more features to dSS I add that require pre-configured language is a major hassle, remember I have to maintain multi-language capabilities. I would rather in this case the verbiage and mechanisms to accomplish a survey come from your website not from inside dSS.
Author of d7x and other PC technician's tools. http://www.d7xTech.com

Image
User avatar
Nick
Site Admin
 
Posts: 2786
Joined: Mon Nov 19, 2012 7:54 pm

Re: Feedback Suggestion

Postby Marshall » Sat Sep 21, 2013 10:31 am

Very good point. +1 on that after you explained the language issue.
Help Me With My Computer Tech
IT Services & IT Consulting Services In Southern IL and St. Louis MO
User avatar
Marshall
 
Posts: 509
Joined: Thu Feb 14, 2013 3:14 am


Return to dSupportSuite Feature Suggestions