Improving the Support ExperienceNovember 20, 2019 at 11:04am
When we chose to move our community from Slack to Spectrum, it was to provide an easier platform for more detailed discussion, knowledge sharing, and an open search for all on the web. This change has been very successful, we now find longer, thought-provoking threads, detailed feedback, and other customers finding these through web searches.
Current Support Experience
Over the last few months, we have started to notice an increase in the amount of threads being created, specifically requesting support from the ZEIT team to resolve issues. Unfortunately, whilst Spectrum is great for discussion, we have found it difficult to provide effective support. This has meant that some threads have been missed and left unanswered for an extended period of time, an experience that is not aligned with the ZEIT brand.
As a result of this, we are changing the way we interact with Spectrum and will no longer be looking to use this as a channel for providing support to our customers.
Receiving Better Support
From today, we strongly recommend that all customers requiring support email firstname.lastname@example.org. This will enable us to better manage the support requirement, providing a faster and more efficient response, ultimately giving you a superior experience in comparison to the current Spectrum usage. When reaching out through email, please include as much information as possible, for example the affected project and deployment, along with a reproduction of the issue if applicable.
Our activity as a team within the Spectrum community remains unchanged, we will look to engage in all manner of conversations when possible, the only difference is that we will no longer treat Spectrum as a primary channel for providing support. We encourage everyone to continue helping each other as a community, but advise those who seek support from the ZEIT team to access it through the recommended channel.