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Customer feedback and support model request

Thread began 4/14/2010 11:16 am by neil.batchelor254136 | Last modified 4/28/2010 2:47 pm by neil.batchelor254136 | 1706 views | 10 replies


I agree with what TroyD just said. I particularly remember OfficeGuy saying something to the effect that nobody here minds answering questions posed by someone who is "totally green", as long as it's clear that they are doing their best to learn and resolve the issue with some personal effort. I've found that true, and my experience thus parallels TroyD.

However, it seems to me -- from my relative inexperience -- that WebAssist is now struggling to service the needs of four different basic groupings of clients, all of whom have different needs. I would categorize them (from observation) as follows:
(A) Designers
... who are whizzes at everything to do with CSS and the presentation of a site, and who see in WebAssist products an opportunity to extend themselves, or else lower costs, by doing more coding. In that, they struggle.
(B) Coders
... who are whizzes at everything to do with ASP, PHP, JavaScript etc and all the backend stuff ... and who like the above group see in WebAssist products an opportunity to extend & lower costs by doing more front end presentation work. But outside their immediate comfort zone, they again struggle.
(C) Large-Scale Professional Organizers
... who know a bit of both the above, but have both a roster of clients and a roster developors of whatever kind that they need and use. They just want WebAssist products to work properly so they can organize properly, get others to do what's required, and fill in whatever gaps they need by getting outside help. They like to keep outside help to a minimum, and want WebAssist products for that purpose.
(D) Small-Scale (and Non-Professional) Organizers
... people like myself (& perhaps TroyD above?) who know nothing, but are gradually struggling to build up a personal knowledge base equal to all three above so they can either maintain their own personal roster of sites, or else run a one-man business.

All these have different needs and requirements. The (C) group, for example, will probably always be prepared to spend that little bit more more moolah to resolve issues -- esp if they can predict them -- than probably will the (D) group, for whom a service like this is more likely to suffice? And (A) and (B) will contain elements of each, but more inclined to the (D) category. Don't know how accurate that is as an analysis and I may be way off base. But seems to cover what I've observed since being around these parts. If something like this is accurate, then WebAssist just needs to make up its mind which group is the most important to its bottom-line, and then become consistent in that direction.

If I'm way off base, then perhaps someone can point out where and how, so we can all learn and benefit?

Bye now.

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