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Customer Service Improvements

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I thought I would post this, its a change I've started to notice more and more with IPS and since there isnt really much positive feedback in this forum, I thought I would post some.

IPS has really improved alot with respect to customer service. From a mixture of personal experience, and reading through topics in this forum, staff are actively listening and acting upon complaints and suggestions. The overall attitude of the company seems to have become much more professional, and for the first time I think I can honestly say IPS is really a customer focused company.

Well Done! Keep it up IPS.

I thought I would post this, its a change I've started to notice more and more with IPS and since there isnt really much positive feedback in this forum, I thought I would post some.



IPS has really improved alot with respect to customer service. From a mixture of personal experience, and reading through topics in this forum, staff are actively listening and acting upon complaints and suggestions. The overall attitude of the company seems to have become much more professional, and for the first time I think I can honestly say IPS is really a customer focused company.



Well Done! Keep it up IPS.


Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.

Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.


That's not really "behind", is it? I'm sure they'll have days which are planned just for feature suggestions and days which are planned just for bugfixing - probably when the feature set for new releases is nearly complete?

Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.



Nitpick, much? If there were a lot of bug reports that had been there for quite some time & still ignored until after the release of an upgrade, I can see reason to be concerned; however, let's allow them to do their job before we get too feedback-happy.

Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.


Thats called development, I was complimenting customer services for the company ;) I like the products, but I think there is alot of room for improvement, particularly where gallery is concerned. Looking forward to their being more development updates in the blog - hopefully on the whole range of products.
  • Management

Thank you for the kind and positive words, Michael. We sometimes feel every detail of our company is overly scrutinized, so it is certainly nice to know that people have noticed the improvements that we've been making.

That's of course not to say that there's not more room for improvement, there always is and always bill be. We're on top of it! :)

Thanks again.

I'm also very impressed with the service I've recieved from IPS as well one day last week I put in a support ticket and that same evening my situation was solved :)

I also enjoy the "new look" of the client area, I find the colours relaxing and clean & Crisp

I'm also enjoying the service I'm recieving from IPS hosting as well, they have allways been there to respond to my Ticket Inquiries in a professional timley manner and solved what ever problem I had

Thanks again IPS! :)

I am TOTALLY impressed and happy with the service and hosting I receive from IPS, they are extremely helpful and prompt with support tickets I have issued, done all my upgrades and have explained things so that a complete Noob like me understands!! Thank you very much!! :D

Thank you all for the kind words. I know the support department (and all other departments) are happy to know we are on the right track with the customers' needs.

I agree too. IPS has certainly become a more proffesional company, and the new site should give it a nice first impression :)

I must also note that IPS has taken a more professional stance in the industry recently, and they have an excellent support team (I still nominate Keith as the SPBT ever, as he is, hands-down :thumbsup:) that is not only efficient and effective, but they have an excellent support resolution time for most problems, and I view that as an important thing as far as customer service is concerned. They have a great developer staff, as well (Brandon, Matt, Josh, etc.). Also, they are collecting the articulated feedback from the user base and utilizing it in the best possible manner, and I commend them for that, as their staff and management deserve it. :) There are places where they can improve, as it is with every company, but I believe they have done an incredible turnaround and they deserve praise for it.

Keep up the great work, IPS. ;)

(I still nominate Keith as the SPBT ever, as he is, hands-down :thumbsup: )



Woah, woah, woah! You can't nominate someone as the Self Proclaimed Best Tech ever!

Woah, woah, woah! You can't nominate someone as the

Self Proclaimed

Best Tech ever!


Excuse me - I meant to say in my opinion, he is the best tech support representative I have encountered.
  • Management

Don't feed the monkey! In other words, don't inflate Keith's ego. :D

In all seriousness though, thank you for the positive feedback. Everyone is working very hard at taking the feedback provided on board in favor of improvement. We'll of course never be able to please everyone or implement every suggestion, but we'll certainly do our best. :)

Don't feed the monkey! In other words, don't inflate Keith's ego. :D



Ego? What ego? :ph34r:

Excuse me - I meant to say in my opinion, he is the best tech support representative I have encountered.



It's ok, you probably just forgot what the "SP" part stood for (though that's the important bit ;))

It's ok, you probably just forgot what the "SP" part stood for (though that's the important bit ;))


Yeah, basically. :P
  • 2 months later...

I agree. I think the support here is THE BEST.

My tickets have been answered very promptly. It's very comforting to know the staff is so good.

Terry Freeman

now all they need is support on weekends :)

now all they need is support on weekends :)




They do have support on weekends :blink: I submitted a ticket yesterday evening and it was replied to and issue fixed in a couple of hours :D

now all they need is support on weekends :)



Yes, I do need support on weekend, <_<

Yesterday noon (Beijing time), I took a new purchase, but it's still at pending status now. I know, when I wake up tomorrow, american are still on weekend, maybe my new purchase will remain pending status until tomorrow night (Beijing time). Although I eager to install the new purchase, but, maybe I must wait. :rolleyes:

We do have support staff (albeit it in reduced numbers) available throughout the weekend and holidays - however we can't guarantee billing issues (such as the above) will be dealt with over these times - but there are times when they are!

They do have support on weekends :blink: I submitted a ticket yesterday evening and it was replied to and issue fixed in a couple of hours :D



nice :)

the few times I asked for support it was on a friday evening, but it were non urgent matters, so it was no problem to wait till the monday after it. :P

I am also happy with the customer service of IPB. They have always been very fast and helpful with the issues that I've had.

In terms of the comment concerning the bug tracker:

Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.


I think we should find ourselves lucky to know about the bugs that have been found and fixed in the apps we buy from IPS.

the few times I asked for support it was on a friday evening, but it were non urgent matters, so it was no problem to wait till the monday after it. :P



Was this long ago? I cannot remember tickets staying open that long in recent history.

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