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Software support can be a huge obstacle for
an independent software developer. MicroISVs often
struggle to balance the time demands of marketing,
support, and development. After all, time is limited,
and if much of that time is absorbed by support,
then development and marketing may suffer. The
truth is that support is a necessity, and an unsupported
application will gradually fade away. Follow these
support tips to help manage your support queries...
Help Themselves
Offer a variety of resources that will allow
the customer to help themselves. Include a support
section on the website so that the information
is easy to locate. The website should contain
a visible support link in the main website navigation
bar.
Automation Is Critical
When responding to support queries, use macro
responses to deliver the most common answers.
Using detailed pre-written responses, which can
be edited easily to suit the specific needs of
a situation, will save considerable amounts of
time. There are a number of macro tools that will
make this process very easy for you. The ordering
process and license key retrieval should be automated
as well.
Learn From Support
Technical support is all about customers having
problems. Track the support queries, and examine
them for patterns and recurring problems. Use
the data gleaned from support queries to make
product improvements, and/or to improve or clarify
documentation, sales copy, and other materials
that may be inadequate or cause confusion.
Add Search
FAQs and support forums should be searchable.
Making support references searchable will help
users locate solutions to their specific problems.
Keep knowledgebases and FAQs up-to-date with current
version information.
Define Support
Define your support policy in clear terms.
Manage Expectations
Manage customer expectations in a realistic
fashion. If they are submitting questions via
email, include information on the submission form
telling the customer when they can expect a response
and a solution.
Documentation
The software program should be well documented,
and include context-sensitive help. Provide documentation
in a variety of formats to suit the various needs
of customers.
Upgrades
Provide detailed instructions about upgrades,
and be sure to note any compatibility issues between
versions, in order to reduce support problems
related to upgrading.
Different software companies have found creative
ways to manage their software support. Some software
companies have even developed fee-based support
options. Have a look at a few different MicroISV
support models...
Rhino Software
Rhino Soft has a complex support system, but they
do an excellent job of explaining their system,
how it works, and what customer expectations should
be.
Rhino Software - http://www.rhinosoftware.com/support.htm
DataMystic Software
DataMystic is committed to providing a variety
of ways for customers to contact them regarding
technical support. They offer a standard level
of technical support, as well as a "premium" support
option for customers who require a more immediate
response.
DataMystic Software -
http://www.crystalsoftware.com.au/support.html
NotePage, Inc.
NotePage, Inc. provides a priority support option
that clearly details what should be expected,
and when responses can be expected.
NotePage, Inc. - http://www.notepage.net/priority-support.htm
.
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Developer
101
How to Support Software