June 28 2012
Improved support for Pancake
Keeping up with support on Pancake has been one of the most challenging parts of selling a software product. We're proud of the way we handle support tickets, but until now every ticket we have answered is time could have spent developing the app.
We've made big changes to the way we now deal with support & we'd like to share those with you.
New Community Manager
Joe is our new community manager and is the first port of call for support queries. Having a dedicated person to watch for incoming queries improved our response time and reduced the chance that any query goes unresolved.
New Support Center
We have a new Support Center which is HQ for any questions you might have. It includes more FAQ entries than before, documentation, Q+A where the Pancake community can talk to each other and the option to submit a support ticket.
Improved support channels
Now that we have a dedicated support manager, you can get help in a variety of ways depending on your needs:
- Tweet @pancake for short general queries
- Join us on live chat for quick chats & simple answers
- Email firstname.lastname@example.org for detailed issues and attaching screenshots