In DatoCMS, we always wanted to give personal and direct customer support to everybody.
Until now a lot of our support work has been on chats: either on Slack or on site. Both services have been used with success, but the chat has inherent problems that we want to address.
Together with this blog post, we have released a revamped version of the support page with a new form, that is going to become the main entry point for new requests.
With the form, we'll be able to provide more meaningful automated replies, which hopefully will help you get the answer to your question immediately.
At the very least we can start by asking for the relevant information, hopefully reducing the initial back and forth of messages, reducing the overall time to get an answer.
The community forum is starting to get used consistently, meaning that more and more questions and answers are going to be publicly available for everyone to read.
All the questions and answers posted there are much more searchable than on Slack now, and can also be updated when needed.
Progressively we would like to move to Community the feature requests and also the private support requests that are useful to everyone.
We are making Community the central part of our support!
With the switch to the support form and the increase in usage of the community forum, we have two changes in our usage of chats:
The underlying theme of what we are doing is to maximize the human time that we spend doing support for essential tasks and minimizing the repetitive and low-value work.
Meanwhile, we want to continue providing personal and friendly support minimizing the layers between you and the product.
We hope that this new approach will maintain a reasonable balance.
If you have any feedback or concern about this, let's discuss it on Community.