Web support forums are pretty amazing to think about. A forum is a wealth of information and many companies don’t even offer a way to browse the multitude of questions their customers ask.
I get frustrated because of my own nature. I have a resourceful and self-reliant to my nature. I firmly believe that I am resourceful enough to figure anything out. I will find the right person if it comes down to it, but I will do everything in my own power to try and resolve an issue before requesting unique and specific support. This can be to my own detriment because I’ll spend too long on an issue for myself when I could pass it off to another person. This is something I’m working on for overall efficiency and learning from the other person. This still relates resourcefulness but creates a sort of resourceful efficiency. But where is this all going?
There are important notifications from a company that are written up and outlined for customers to help reduce the risk of their need for support. However, there is the old age issue that not everyone decides to read the documentation. I’ve been guilty of it myself. Reading this documentation is especially difficult when you get yourself into a frustrated state of mind. This state of mind doesn’t have to cause problems though. You can use it to ensure you’re not causing yourself the frustration by missing something noted in FAQ’s or Theme Documentation, or Forum Guidelines. The brilliance of the Internet is that an answer is potentially at your finger tips.
Even as a WooThemes support Ninja, I don’t like to pass off a topic to a developer. I’ve learned countless information related to WordPress and WooThemes because of the desire to learn, create, and fix.
The toughest issues in a support forum are often created when a user doesn’t read the documentation or follow the initial requests of guidelines. There have been many of times where an issue seems so odd, but after exploring possible problems we find that the issue is already fixed with the most recent version of a Theme. There are many issues that are fixed by disabling plugins to find a conflict with a specific plugin is causing the problem. These are things to check and ensure are done before posting to the WooThemes forum and thus it becomes the last thing to check or think about. However, because of the amount of times this happens, we spend even more time per post to check the theme versions and ask if plugins have been disabled. This slows the entire process down. Or if you don’t ask at the beginning, it looks sheepish to find an outdated theme after exploring everything else.
I ask you to trust me when I say that I’ve learned this lesson over my own trials and tribulations. I’m not immune to overlooking documentation. But, I am one that stops to ask if there is a way I can try my best to ensure my support request is absolutely necessary now.
I hope that you can join me.