Over the last few months, we've been busy preparing for a massive change that will positively affect us all. Up until now, our clients (you guys) have had to either call us or email us when you need help. We have the support website (support.sportingpulse.com) which contains a lot of useful product information, but there has always been a disconnect between that and the users.
Shortly we will be moving our Support Centre into a system that brings the knowledge base and the support queries together, and it also provides sport-specific forums where you can discuss your issues with other like-minded users. We are consistently asked from customers 'what do other Clubs/Leagues do?' Well, now you can ask them yourself :-). This feature is called 'Self Service', and we think it's going to be of huge benefit to many of our customers.
Another of the new features is called 'Related Topics', which is basically a list of suggested pages within the knowledge base that may provide a quick solution from the knowledge base:
And the knowledge base isn't just what we're transferring from the current (and soon to be 'old') support site. It is also made up of forums from the 'Self Service' area, as well as other client requests. So it's pretty slick!
The new Support Centre is provided by a company called Zendesk. They're from Denmark but are now based in San Francisco, and they practise what they preach which is good (their support is fantastic!). We're going to launch this over the next few weeks, at which point you will notice support.sportingpulse.com will look something like this:
Of course you will still be able to call our support line directly for help, but instead of sending emails directly to our staff, or email@example.com, you will be required to sign up to submit these requests into the new Support Centre. But don't worry, it's easy to join and it will mean that you can track your requests (and anyone else's requests from your organisation) which I am sure will put a smile on your face :-)