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by sreitshamer
2101 days ago
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OK. I'm sorry you got the impression that I didn't communicate. I answered a shitload of tweets and emails in the days/weeks following the launch. I apologized thousands of times. I scrambled to fix issues at the same time. At some point I think I had some sort of breakdown and could no longer cope. I'm trying to recover here. But every time somebody mentions Arq, someone seems to come along and make a comment like your above comment, which makes me want to throw in the towel frankly. I bust my ass day after day to try to do the right thing because I believe that what you put out into the world is what you get back. I hope in the longer run that's true. |
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You should really consider doing everything possible to move support from 1-to-1 interactions to 1-to-many. A couple of simple things will go a long way - open up a forum and add an FAQ page.
Right now you don't have a place on the website where users with issues can go. If someone runs into a problem, they will be looking for the problem description, not documentation. The only option is to either send an email, which is slow, or to use Twitter, since you appear to be responsive there. It's literally the least effective setup as far as managing the support load goes.
Once you have a self-serve support options set up, you can funnel all support queries to the FAQ page first and to the official forum second. Redirect all Twitter and Reddit queries to the forum and answer them there. Do not engage in any support conversations on Twitter and Reddit at all. Chit-chat is OK, but no support talk. Keep an eye on what's the actual FAQs are and populate the FAQ based on that. In a matter of weeks you should see the time spent on support go down dramatically.
You'll get through this. Arq still got the momentum and the vast majority of Arq users are loyal. They still wish Arq well. I know I do.