We have one of the best support teams in the industry. As you all have probably seen in your lives, customer support is not done very well by the majority of companies. There are even some software companies that solely run their customer support through Facebook groups. This is the reason we often see people go to the group to ask questions and get support instead of through the team. I still have people private Facebook message me with support questions. When I tell them we have a support team, they are surprised. This is the current mental state of many of our customers. 

This document will lay out the Framework of interacting in the group. To start off, many of these points will be interactive and we will be adjusting slightly as we refine this process. The key thing to keep in mind is that the Storyteller Group is for learning and the Support Ticket system is for problem solving. 

Schedule of interacting:

Each day one support person will hop into the Storyteller group to answer any questions that haven’t been appropriately answered by another group member (photographer). The Schedule is: 

• 8am
• 9am 
• 10am
• 11am
• 12pm
• 1pm
• 2pm
• 3pm

Types of Interacting:

1. Short Answer

   1. If the question is something very simple like “where is the export to Lightroom menu again?” and the public answer will help other people learn the program, we can just post the answer. This will most likely be a very rare answer. 

2. Short interaction with push to contact the support team

   1. This response will be when there is clearly a technical support issue and the user needs to submit a ticket. 

   2. For customers who repeatedly post support questions, a simple reply “Hi ____ we can totally answer that question via a support ticket, ping here for a quick answer.”

3. Short Answer with Support Manual link and optional contact support

   1. This is for when the question is a bit more complex but it still falls into the “How To” section. It can simply be: “You can learn how to do that in our searchable manuals. This is the link to that area - (link). For more detailed help submit a support ticket as we always respond to that faster and can give more in-depth answers.”

4. Short Answer with link to support team and freezing of comments

   1. This is basically the “one strike” approach. Someone has a bug and they are turning into “complain” mode. Or other people are piling on. Freeze the post and don’t allow comments and have them submit a support ticket. Once the issue is resolved, it is up to the support team’s discretion to delete that post. 

5. Deletion of Comment

   1. Any snarky comments, especially ones that target the support team should immediately be deleted. 

   2. If it is an unhelpful comment but was posted without malice, we can just hide the comment. This means that the poster will see the comment but no one else. 

6. Deletion of Post 

   1. This is for only the most egregious of posts and responses. Posts should be deleted if:

   2. Someone is promoting a product or service.

   3. Someone is just posting photos to show off their photography and it is unrelated to the use of our products

   4. Someone is ranting about a problem they are having.

      1. In this case we will create a ticket for them. 

      2. We will freeze the post and comment that we’ve created a ticket for them
      3. The next time we are in the group we will delete this post

   5. If there is a user who is repeatedly abusive, notify your manager or the owner and we can suspend the user with a warning and then permanently remove that user if needed.

***When deleting a post, enter this in the feedback/note section: 

The purpose of this group is to share our successes and tips and tricks for Fundy Designer.This is NOT a support group. If you are having technical issues, contact the Fundy Software support team under the Help>Contact Support in the desktop program.

I want _____________  feature added, will this ever be implemented?

“Hey Storytellers! We hear you! The Fundy Team team is constantly looking for ways to improve and this gives us great ideas for future innovations.

While even small changes can be a massive undertaking in coding and development, we appreciate knowing what you want to see in Fundy Designer and we'll keep you updated with changes as we continue to evolve and enhance the software."

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I don’t use __________ feature at all because it’s not customizable enough/doesn’t work the way I want it to.

“While we don't have a designated feature for this, our Support Team rocks at figuring out a workaround to get you what you need. Submit a ticket and we'll put our heads together."

“Thank you for all the replies and feedback! Rest assured, the Fundy Team will be discussing how we can implement changes here to better serve you all!”

“Thank you for letting us know - we hear your suggestions. We’ll discuss this with the Fundy Team and take it from here!”

“Great ideas, Storytellers! We appreciate the feedback. We’re closing replies to this post, but if anyone would like more information, please submit a ticket to the Support Team -  they are always happy to help!

A nice one: “You all are Rockstars! The Fundy Team appreciates your feedback, we will be taking these comments into our meetings in the coming weeks. Thank you all!” 

“While we don’t have immediate plans for this, the Fundy Team has been discussing some different ideas here. More to come soon!”