Hi Folks, During the past holidays when I got involved with DXbase again, I was asked to review all the support emails and reflector posts to determine if the question being asked was covered in our documentation. I was also asked to see if I could find the answer to the question in the help file without too much searching. Of the hundreds of questions that have been posed in the past year, I found the vast majority ( well over 98 percent ) were easily found in the help file. There were a small number of questions that were not easy to answer from the help file and we have noted those areas to cover the topic more thoroughly in the future.
So, I would like your opinion, but I must ask that if you wish to provide any input, please send your email in direct email to [EMAIL PROTECTED] and do not clutter up the reflector. We want your honest opinion and we'd like it to be kept private. By the way, this is not a slap at anyone who may have asked a question recently. This is an issue that I've been reviewing for several months. Essentially, I would like to know what, if anything, needs to be done to reduce the support requests when the answers are in the help file. I don't know if the problem is that the help file is not easy enough to use? Is there something wrong with our terminology? Is it just the nature of the beast and some customers are just not going to read no matter what? Do we need to start charging for support when the answer was in the help file? Do we need to just not worry about it and continue to respond as we have been? I've been in contact with other logging oriented software companies, and they have the same problem. What, if anything, could we do to make it better? Got any examples in mind? Thanks, Sandy
