We have two moderators who are in constant contact with us and answers every question they can. Everyone ignores their responses. We mentioned multiple times that @Fire and myself cannot answer every question as we are EXTREMELY busy, especially if they’ve been answered before in other places, so please listen to the responses that @RVconsultant and @DarkPhilosopher give, since they’re coming from us.
People. Still. Don’t. Listen.
We stopped all development and spent a ton of money and effort building the new support portal, built a thread where people could post the questions they needed answered. We built a new ticketing system from scratch, since people kept having problems with Zendesk’s e-mail based ticketing system. Now there’s a portal, where we can track every single ticket and make sure they were answered, and we now have an average response time of less than 36 hours (I know, we built a process that allows us to track our agent’s response time), down from three to four days using the old system.
And people are still saying that we don’t care? Just before I took a break a few minutes ago, I was working on the unified login project, which will allow customers to log into one of our sites and be logged in to ALL of them (the forum excluded, but SubClub, Q and Support are all linked) just because I realized that we were getting a TON of notifications of people resetting their passwords. No one asked for it, but I know it’d be much more convenient for everyone. But we don’t care about our users and their experience?
Yeah, this boils down to entitlement. People feel entitled (almost like they think they own us) to just our attention, and submitting a ticket, or getting help from the moderators isn’t good enough for them. For some reason, these individuals believe they are above the notion that tagging us in a post (not even sending a PM) is NOT support. I do not have the time to read 300 tags a day. Nothing would get done.
@RVconsultant – who answers every question he can with extreme care and compassion, or @DarkPhilosopher – whose dark, self-deprecating (at times) humor injects personality into the forum both have direct connections to us on Discord. Their answers are always valid. It isn’t a guess. If they don’t know the answer to a question, they ask us and report back.
If that’s not good enough, then I don’t know what to say. But this entitlement issue is going to stop, especially after the “backlash” that occurred just because we DARED to create business hours so we could actually rest.