Wild Apricot Software News October 2013

Lori Halley 30 October 2013 1 comments

Our focus for Wild Apricot is as a “pure” software company, as opposed to one that sells consulting or other services. Part of our vision of a perfect world would be one where every single person who uses Wild Apricot never has any questions and can accomplish their membership management tasks without any problems, every single time. Unfortunately we don’t live in a perfect world! So, what we have is the next best thing -- an amazing support team who work hard answering dozens of your questions each day.

Getting in touch with us

If you’re using Wild Apricot and need to contact support, the absolute best way to do this is to submit a ticket via the ‘Support’ icon in the upper right corner of your admin screen.

backend

 

Using this link ensures we know who you are and which organization’s account you are having trouble with, which can be a huge help in tracking down problems. Sending a ticket via email is okay too, ideally from the same email address you use to login to Wild Apricot and please do include your account number. You can find that number in the upper right corner of your admin screen as well.  

Ticket submissions (as opposed to phone calls) are generally answered the quickest, for a number of reasons. For one, it’s very easy for a free support consultant to grab the next unanswered ticket from our queue. It’s also easy for support consultants to transfer tickets to another consultant if they need help answering it -- for example, some of our consultants are more experienced and knowledgeable about answering billing questions, while others are better with certain technical areas of Wild Apricot such as website customization. In addition, tickets and email questions can be answered outside of our main office hours -- more on that in a second -- so your chances of getting a speedy response are higher.

If you’d really prefer to talk to someone, that’s great. We do have a toll-free North American number, but an even better approach is to schedule a call-back.  This lets you select a time that works best for you, rather than calling until one of our support consultants is free to talk.

support

 

Hey, it’s 3 am and I just got an email, don’t you let those poor folks sleep?!?

Our support team is currently made up of 5 support consultants in our main Toronto office as well as 2 in our Moscow office, along with our support manager Kathryn. The Toronto team answers tickets and phones on weekdays between 9:30 am and 6 pm EST. However the Moscow team are completely focused on tickets, which means you might get a reply that looks like it was sent in the middle of the night, but for our Russian colleagues it is actually the middle of their day! So don’t worry, we’re not working our support team 24-7, we do let them sleep and have lives.

We also assign the team to off-hours support on the weekends, so in addition to getting a reply at a weird hour on a weekday, you might also get one while you are eating Sunday dinner.

As a result of having our Moscow team members and off-hours support, we're proud to report that our average time to answer tickets has fallen pretty considerably over the last few years even as we continue to grow. (But of course we're not complacent about this and we're always striving to do even better!)

Average support response time in hours

Wait, I thought Thanksgiving was in November…

Because Wild Apricot is Toronto-based, one quirk you may have noticed if you’re in the U.S. or another country is some of our holidays are different. For example, Canadian Thanksgiving is in October and just past for this year. (And for the record, our Thanksgiving was first… just saying!) In fact, we have some unusual holidays that are unique to Ontario and even to Toronto (Simcoe Day, anyone?). So, we hope we can count on your patience if you call in the middle of February only to find we are out of the office for Family Day. And, fortunately our Russian team has a completely different set of holidays, so if you send a ticket they may still answer. :-)


Get a Special Report on Simplifying Membership Management

Enter your email and receive this special report in your inbox.
Lori Halley [Engaging Apricot] Lori Halley [Engaging Apricot]

Posted by Lori Halley [Engaging Apricot]

Published Wednesday, 30 October 2013 at 2:05 PM

Get a Special Report on Simplifying Membership Management

Enter your email and receive this special report in your inbox.

Comments

  • Lamees said:

    Thursday, 31 October 2013 at 12:50 PM
    Hi Jay,

    You guys are doing an amazing job innovating your system and supporting your customers. While most of your customers are self-sufficient setting up their Wild Apricot account and running with it, we have the pleasure of working with very smart organization leaders who outsource their initial Wild Apricot migration or setup to us before they take complete control of their account. In addition to moving content and contacts to Wild Apricot, we do some state-of-the-art theme customization, advanced 3rd party integration, consultation, and training. A recent client work that we're most proud of is featured here: http://www.webbrightservices.com/case-study-wild-apricot-design/

    Like the extended support hours innovation as well!! Congratulations.

    Lamees Abourahma
    WebbrightServcies.com
Sorry, this blog post is closed for further comments.