[Vtigercrm-developers] after-sell extensions service

[IT-Solutions4You]

Hi,

we as a publisher agree with Alan ;-)
We have zero information(notification) about our Customers from 
Marketplace so we don't sell our mainly product through vtiger 
Marketplace. We also use vtiger and Customer portal to support our 
clients. Response time is usually current or next working day. Most of 
question from customers are very poor described, like "don't work" 
without detail information about this issue, then solution time takes 
often many days.

Matus.

Dňa 17. 6. 2016 o 9:06 Alan Lord napísal(a):
> Hi Somsak,
>
> what a good question :-D
>
> As a publisher, we get almost zero information from the Marketplace. We
> do not when an extension is sold (not automatic notifications) nor do we
> do know who bought it (no email or other contact details - we only see a
> name - and that could be a company name or a persons name or anything
> else).
>
> The only way, I know of, to find out if one of our extensions has been
> purchased recently is to login to our Marketplace account, click on each
> extension in turn, then see if the number of subscribers has gone up
> since the last time I looked.
>
> If a customer does have an issue or question they generally email us or
> give us a call. We do our best to respond as quickly as possible and to
> help the customer obtain a satisfactory response.
>
> Our feedback, especially for GeoTools, should support our process.
> Although, again, we have no notification when a feedback is left on the
> Marketplace. For example, in GeoTools the final comment is from someone
> called "Stephen Westbury". I know nothing else about this person and
> would love to contact him and see if we can help but I can't.
>
> So, in short the Marketplace itself leaves quite a lot to be desired
> frankly. It is a worthwhile platform however and we generate a
> reasonable revenue from it, but I would love to have more information
> and automated notifications so we can support our customers in a more
> appropriate manner.
>
> 1. Our response time depends if we are awake or not. If we are then
> usually it will be virtually instant. If not then it will be the next
> morning ;-)
>
> 2. Internally we use Redmine for ticket tracking, mostly because it is
> integrated with our Git version control repositories and we have been
> using it for a few years.
>
> 3. We do use vtiger as our internal CRM yes.
>
>
> Hope that helps.
>
> Al
>
>
> On 17/06/16 04:33, Somsak Artwawoot wrote:
>> As in extension store here is a lot of various apps, I would like to ask
>> how you guys managing your customers?
>> 1. How long is response time?
>> 2. Are you using ticketing system?
>> 3. Are you using vtiger for managing enquires?
>>
>> I asking as my friend have not satisfied results from at least two
>> providers.
>> What concerning me is that those apps are approx 100USD each but I
>> personally have amazing service for Joomla apps worth up to 20USD.
>>
>> Other users experience welcome in this thread. For me it seems like most
>> of developers here are not very perfect in marketing operations, so
>> opening discussion may result in some service refactoring (I hope)
>>
>> Somsak
>>
>>
>> _______________________________________________
>> http://www.vtiger.com/
>>
>
>
> _______________________________________________
> http://www.vtiger.com/
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