Thank you Yola Support Team!

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  • Updated 8 years ago
Today I simply have to express my gratitude to the most passionate, hard working and doggedly determined support team on the planet. The Yola team of course! Please indulge me!

At the start of 2012 we suddenly saw an unprecedented increase in our support volumes. Since Yola started the number of cases we get from day to day have grown gradually and we were able to stay on top of things by carefully hiring and training new staff, growing our knowledge base, and above all having an active forum where users help each other. Sure, we would have our odd busy day, and we always had a lot of cases, but we could manage. And then at the beginning of the year it seemed like all the rules had changed and we simply had more cases coming in in a 24 hour period than we could process within 24 hours, no matter how hard we tried.

On the one hand we were delighted about this, because it meant that our customers were really talking to us, both about their successes and their frustrations. We are getting plenty of feedback on where the problems we are grateful that our tireless engineering team continues to back us up in addressing and fixing these. We also got to learn how customers were using exciting new products like mobile sites and the Yola Online Store.

But on the other hand it was distressing because we were not able to get answers to our customers as fast as they were used to. There were some complicated issues that required lengthy follow ups and yes, there were some cases that fell through the cracks. We were not living up to the image we had of ourselves and that was far from ok!

It is at times like this that you really find out what your colleagues are made of. I wish you could all be a fly on the wall to see how desperately hard the Yola support team has been working to get on top of things, while at the same time improving our tools and processes and addressing the root causes of the issues reported.

Today we achieved a milestone of successfully answering all new English cases. This is a little victory we always celebrate in the office. There are still open cases that we are following up on, but everyone who has emailed Yola in English as of this moment, has had at least one personal, carefully thought through response from a member of the team. Now to follow up on forum threads, open cases as well as continuing to work the new cases in our other 5 supported languages.

Yola support team, from the bottom of my heart I thank you! Yola customers - thank you for your patience. We remain committed to personal, human support from a highly trained in-house support team. We are not resorting to support bots, mass replies, or outsourcing - no matter how busy things get. We don't always get it right, but we never give up! So if you need help, give us a shout. We are ready and waiting!
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Posted 8 years ago

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