I am pleased to announce that we have "gone live" with a new customer support site. Please visit http://support.douglas-associates.com and take a look around.
Our new site has a searchable knowledgebase that our customers can access 24/7 to find the answers they need. For many years, we have had an internal database of support articles that our support reps used to assist customers. Now, we have migrated most of those articles to the public site, and we plan to be quite aggressive about publishing new articles.
In the past, customers needed to contact us by phone or email to start a support incident. Our new site offers customers the option of creating a support ticket online. Customers will also be able to login to our support site and view their tickets and their resolution.
To increase our efficiency, the new support site automatically processes all the email sent to support@douglas-associates.com. The system will search the knowledgebase for possible solutions and forward these answers to the customer as part of the confirmation email. Internally, the system will help us route your support requests to the correct department so they can be processed faster.
In all, we expect this site will help us provide better service in a more timely fashion. Please let us know what you think!