Friendly and knowledgeable support
Responsive and friendly support is the cornerstone of our philosophy.
Let us explain how exactly we deliver what we say:
You can easily reach us
We do not hide behind complex and frustrating telephone IVR systems. The best way to reach us is via email - at support@wildapricot.com. You can also post a support request to our online support forums or call our toll free number 1-877-270-4268. Email and online forums are the best way, because a notification is immediately sent to our customer service support staff so you get the quickest and most precise response. Also, with online forums you can keep track of your questions and all replies.
"I had a problem with using Wild Apricot and called technical support. A real human answered my call and solved the problem right away. I was very impressed with the technical support."
Bernadette Wright, Origins USA
We care
We do not consider technical support an isolated function to be outsourced to a low-cost person. Instead, we consider it a critically important channel to get feedback on what might be missing in Wild Apricot, what should be changed and what is not working ideally. Our top 3 product people - Dmitry Ivanov (CTO), Evgeny Zaritovsky (Product manager) and Dmitry Buterin (Chief Apricot) are all actively involved in support (as well as a number of others). Any questions and problems are thus quickly communicated throughout the team and addressed with the top priority.
"The support staff was personable and understanding to my organization's processes and needs. Awesome product and great service. I look forward to more business with Wild Apricot!"
Justin Dawkins Masscomm
Responsiveness
We guarantee a response to your question within 1 business day. Usually we do it faster - but you can be sure that you will hear back from us within 1 day. Does this mean that we can resolve any problem within one day? No, sometimes we might need more details from you to track the problem - or once the root of the problem is ascertained, we might need more time to find the best way to fix it and thoroughly test our solution. Sometimes, If we cannot fix the problem right away, we will include it in the next product release (which is never more than a few weeks away). What you can be assured of is that we will respond within 1 day - and then will keep the communication channel open so that you will always know what is going on, when and how we will address your problem. When you call - if we can, we pick the phone right away, If we can not do that, leave us a message with your number and we will ensure a callback in 1 business day, or use the email channel to get a faster response.
"...support staff has responded to questions and comments immediately through both the email and forums. I am beyond pleased with the technical support and ongoing improvements."
Jodi Diehl, RemoteProfessionals.com, Dunnville, KY
"...We host regular (up to 15) events per month and having this system has dramatically changed and improved our ability to deliver events in a timely and professional manner. I must also compliment you on your OUTSTANDING support. As Apricot is inexpensive, and as such, I expected poor support, but each and every time that I have a question or needed assistance, you and your team have been incredibly responsive to my requests. THANKS FOR A GREAT SOLUTION!"
Greg Wyman, StorageCraft Asia Pacific, North Sydney, Australia
Ease of use
Another cornerstone of our product philosophy is ease of use. Our clients do not have huge budgets or easy access to professional IT resources. In fact, many rely on volunteers. Expensive training is out of question. If the system is hard to use, it will not be used. Thus, every new feature or change in the system undergoes many hours of painstaking design and discussion - as well as thorough reviews and testing. In fact, we are very motivated to keep track of all support questions and constantly devise ways to ensure we get as few questions in the future as possible. Our philosophy is that if people are asking many questions, we have to do a better job making our product easier to use. It is simply good business - the easier we can make Wild Apricot to use, the less time we have to spend on support, the more resources we have to devote on product improvement.
"It is great to have the website creation, member database/dues management all in the same place. This is exactly what a small, new organization like ours needed. Not hard at all to learn how to use it, which I appreciate. It is so useful to members to sign up themselves, update their own info, etc. That means I don't have to do it manually!...the quality is high--design looks good and everything works the way it's supposed to."
Karen Olson, Winters Aquatic Club, California
Openness
We do things in the open. If you want to evaluate our software, we let you instantly sign up for a free trial and take Wild Apricot for a test drive. Our online support forums are open for everyone. You can research to see what people have been asking - and how we have been responding. You can see how our software has evolved in the release history and you can read our Knowledge Base to see what our software does and how it works.
"...many thanks - your support is EXCELLENT - a pleasure to see - PS we love your product. If you ever need a reference account, just let me know"
Greg Wyman, StorageCraft Asia Pacific, North Sydney, Australia
Flexibility
Is our system perfect? No way. No system ever is. And different organizations have different needs. But we are confident that we already have one of the best systems for membership management and event registration - and it gets better all the time. We follow a very successful (but pretty rare - because it requires a lot of discipline!) product development methodology called Agile development. In a nutshell, it means that we develop the system in short, very intense iterations. A typical iteration is 3 weeks and we do all the development work, fix bugs, address client requests, thoroughly retest the whole system - and update the software for every one of our clients. Thus, we keep careful track of all incoming questions and requests and every few weeks adjust our course according to our best current understanding of the situation. Read more about our ongoing innovation and responding to client requests.
"I have followed your release notes and see you implement improvements based on user response. Outstanding!"
Jodi Diehl, RemoteProfessionals.com, Dunnville, KY
If you still are not convinced - feel free to open a trial account, take Wild Apricot for a spin - and use our technical support!