Purpose:
Evaluation of services provided for users of the company products is very significant to assure high quality, especially in the business sector. Support services can be a reason for grabbing or losing customers. Thus, this evaluation explores the level and kind of support provided by Vbulletin company to its licensed users.
Questions:
· What are the support services provided from Vbulletin company to its users?
· Are the support services effective in the way that they are serving their purpose?
Evaluation Instruments:
In order to evaluate the support services provided by Vbulletin Company for its licensed users, an evaluation checklist and interview questions were developed. We started with developing the instruments based on Badr Al-Khan model. We also did brainstorming and browsed different websites for companies that provide support to get ideas of what and how the support (in such companies) should be. We developed the checklist first, but it wasn't adequate to evaluate the support features, which lead us to develop interview questions and contacting one of the software licensed users to conduct an interview.
Checklist link: http://www.surveyconsole.com/console/TakeSurvey?id=569588
Interview link: http://www.surveyconsole.com/console/TakeSurvey?id=570390
Participants:
We –writers of this paper- played the role of external evaluators by using the checklist to see what are the support aspects provided from the company to the users. In addition, we contacted one of the software users in this company to get her responses to the interview questions we developed.
Results:
Checklist results (note: the checklist has been used only once by the external evaluators since it evaluates facts not opinions):
http://www.surveyconsole.com/console/listSummaryReport.do?enableStatisticalDetails=true
Interview:
http://www.surveyconsole.com/console/listTextReport.do
Analysis of the results:
The checklist:
The checklist results indicate that the company provides a variety of support services for its users through various means, which are online ticket system. e-mail, discussion forums, telephone, fax and mail. The users are provided with a user manual as they buy the software to get instructions on how to install, run, maintain and using its various functionalities. The support services are available 24 hours daily and 7 days weekly. In addition, Frequently Asked Questions are available for users. However, the company doesn't provide instructions for troubleshooting in advance.
The interview:
The user seems to be satisfied of the support services provided by the company in terms of getting fast online help, recent software updates and electronic manual. Some weaknesses were found in the support aspect of the company as what the interviewee stated. The level of English Language used is higher than the English level for some software users. In addition, the technical level of the instructions was also perceived high by the user.
Advantages of the Technology:
Providing various means for support to ensure the accessibility.
Providing a user manual to enable users using features of the software
The round-clock availability of support
The fast responses for users' questions
Providing FAQ available online
Limitations of the Technology:
No instructions for troubleshooting in advance
High level of English Language
High level of technical instructions
Discussion:
The company provides good support services needed for a user in different means. However, there are some areas that need to be improved to ensure high quality of support and consequently the company as whole. The level of English Language used is higher than the English level for some software users. To overcome that, I'd suggest the company to simplify the English level in all the support sides or to provide a manual in different languages to make it accessible to a larger portion of people.
The technical level of the instructions was also perceived high by the user. The company should be so careful and consider the user's technical level when providing instructions.
Appendixes:
The Checklist:
Do users get a user manual when they buy the software?
Does the company provide demos of the software?
Do users receive guidance on any of the following skill(s):
- installing vbulletin software
- Upgrading the software
- Posting announcement to Users
- creating forums and subforums
- e-mailing users
- Moderating (editing, deleting, moving and sticking) Posts in the forum
- Adding attachment
- Forum Maintenance
Does the company provide someone other than the seller who can assist users’ problems regarding technical aspects?
Does the company provided FAQ service?
Does the company provide instructions for troubleshooting in advance?
Does the company provide round-the-clock (24/7) technical support?
Does the company provide a searchable glossary for help content?
Does the company provide the contact means:
Telephone
discussion forums
Fax
Does the company notify the users with the latest updates for the software?
Interview questions and the response one of the service's user:
Do you find the level of English Language used in the technical support difficult to be understood?
Sometimes. I used to contact the company several times, and I faced some difficulties in understanding some words in the responses I got
Does the company provide you with recent developments and software updates?
Yes, I always get e-mails from the company with the recent developments and updates of the software. I also find announcements in the companies forum about the developments
What are the difficulties you face when using the software and how does the company help you in that?
Sometimes I want to do things I see people doing in their forums, but I don't know how to do them and what are the proper terms for searching about these features. The company provided me in such cases with e-mail to contact and get support. It also provide forums where the software users meet and exchange experiences.
Does the company provide you with an electronic user manual?
Yes, and it has a lot of the features for managing the forums' software
If yes, is the manual comprehensive (containing all the needed information to install, use and maintain the software)?
I think so, but I face a problem in finding the information I need from the manual
Have you contacted the company asking for help/support?
Yes, I did several times
If yes, How long did you wait to get their response?
I got the replies maximum in 2 hours
Did you find the instructions you got easy to follow?
Not always.. Once they respond to my question with a complicated instructions and I didn't know what to do
Was your question or issue resolved the first time you contacted technical support?
In most of the times, yes
Slideshow: http://www.slideshare.net/Asma44/evaluation-of-online-environment-1412793
References:
Khan, B. (2005). Managing E-learning Strategies. California, United States: Idea Group Inc.
Vbulletin Company:
http://www.vbulletin.com/
Survey Console Website:
http://www.surveyconsole.com/
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