The Reason Behind the New Obsessed Garage Support Site
Functional Excellence in Support
The Pursuit of Functional Excellence has been Matt's thing since the beginning before Obsessed Garage was even a twinkle in his eye. When I started out at OG, Matt brought me on to help mitigate all the emails he was getting and to help keep his inbox clean. This quickly turned into me handling drop shipping, garage design, and other things as the support inbox kept having a larger and larger number each new morning. We started taking measures to improve product pages and how information is displayed in hopes to stave off some of those requests. Eventually, we launched Zendesk as our support ticketing backend to try and improve productivity and efficiency. Now, we're taking further steps to provide a functionally excellent support experience for our community.
Emails, Emails, Emails
As mentioned above, taming our inboxes is no easy task. In a support scenario, there is never really an end. Complete one request and two more have appeared. Clean the inbox on Friday afternoon and Monday morning will have a new slew of emails ready and waiting. Zendesk was a huge help with this as it gave a single portal for our team to offer support from. And allowed great integration of macros and templates and automation that have helped us tremendously.
Every step that we've taken and the technology that we've implemented has been an effort to reduce the number of emails that come in. It's not that we don't want to talk to you, but if we can provide the best information possible, then hopefully you can find what you need quickly and easily, then we may be able to save you from emailing us in the first place. Obviously, there will always be a need for a conversation to take place at some point, but the goal is to reduce the need as much as we can.
Without a support site of some kind, the information we have has to go somewhere. In the past, we just throw as much info as possible into the product pages. We will still do a lot of that, but the new support site will allow us to clean that up and provide easy to access links back here for certain things. So rather than a giant wall of text (talking about you Custom Install Solution), you can have a nice clean product page that is easy to read and navigate.
With this site, we now have the ability to write articles and display information in a much more cohesive fashion. These articles are easy to find and easy to search for. With this new format, we have the ability to post troubleshooting tips, how to's, policies, blog posts, training series, and more. This will open up a whole new avenue for you to learn and find the information you need and get the right support.
New Request Submission
One of the features on this site is the "Submit a Request" button at the top right. This new way of emailing us will help you get the quickest response possible if you're having an order issue, or can't find your answer in an article. You should always try and search for your answer first before submitting a request, but there will obviously be times when you need to get in contact with one of our team. This form has a few things for you to fill out that will help us identify the email and question/issue more efficiently.
Help Us Help You
When going through this site, if you see anything that is out of place, or could be made more clear, let us know. This space is meant to help you get access to functionally excellent support, but there is always room for improvement. If you can't find an answer you're looking for, let us know and once we've answered maybe we will have the content we need for an article that will help others after you.