Recently, the need for support outgrew our existing team. That’s why a couple of weeks ago Stefano joined our team. He just signed his new contract with Viewbook, so a warm welcome to Stefano.
Back in the day, when I started Viewbook, I did all customer support by myself and continued doing so until time ran out and it was simply not possible anymore. However, I still do a large part and scan through all the messages every day.
As founder and director of Viewbook it is important to know what our customers experience, exactly. With the feedback I receive I can make better decisions and determine which issues are important, which problems need to be solved immediately and what new features are most important for our users. The best way to enhance a product is by understanding what our customers want and need, as well as where they have trouble.
The second person who picked up support is Alrik, co-founder and our
‘communicator’. He’s the person who talks to a lot of users, and the market in general. It’s essential for him to know what people experience when using Viewbook. At the moment he started doing support he felt more connected and in his own words; things became more real.
Naturally, we find it important to help people out to the best of our ability. It’s what we’re here for. We’re not satisfied until you are. That’s why we keep improving our support. We use Zendesk behind the scenes and recently we’ve added live support with Olark. This way, we can answer questions directly on our support site with ‘live chat’. Our next goal is to have a person in the US timezone somewhere next year. This way we can split questions coming from the EU and the US and respond much quicker and hopefully almost directly as they come in.
Customer support has our constant attention, but if you feel we’ve missed out something important or simply wish to share your suggestions and thoughts on the topic, please leave us a comment or send me an e-mail: rien@viewbook.com
Guys, thats what makes you lot such an awesome company to work with. You are human, you are real and you help when it dont quite go right. :)
Honestly i cant help but thank you enough for being forward thinking and implementing new ideas and feedback from the people who count… us, your customers :)
Keep up the good work VB
James
Comment by James Cannon — October 11, 2010 @ 7:47 pm
It would be GREAT if you could get the galleries to work all the time. My account STILL has issues where viewbook can’t find the presentations, I’ve angered and LOST CLIENTS over this.
I get ‘support’ in emails, ut they can’t figure out how to fix it and it’s been going on for over 6 months. Every day. I asked for a refund to my PRO account, and have not been given a credit, or anything. My site goes down SEVERAL TIMES A DAY EVERY DAY.
Yes, viewbook can work on it’s support, I think.
Comment by Chris — October 21, 2010 @ 6:51 pm
Chris, amazed to see your reaction like this. I’ve carefully looked at your issue, even added our monitoring tools to check your albums. The uptime was 100%. Your galleries worked all the time.
Your last reply to me was positive, never heard back. Why comment here, and not just send me an email?
Comment by Rien // Viewbook.com — October 22, 2010 @ 8:24 am
I want to be able to add video content to my website within a separate gallery to my photographic work. I don’t just want a text link to my work hosted elsewhere, I actually want the video to be displayed within my website as I don’t want customers traversing the web by being diverted to another site.
Please can you advise on how I can achieve this (i do have the Pro Account).
Regards
Justin
Comment by Justin Welch — November 11, 2010 @ 12:03 am
Please go to http://support.viewbook.com for all your questions! Then we can help you out as soon as possible. Thanks.
Comment by Rien // Viewbook.com — November 11, 2010 @ 10:37 am