MIVA support = India

Could you tell us if that recruitment and restructuring has
resulted in 
your sending your support services overseas, and what
roughly what percent 
of inbound calls might be handled by this retrained staff? 
Point being 
that how are Miva Partners to avoid wasting time trying to
get past 
rudimentary solutions we would have already tried before
calling?

Thank you.

Jonathan
Driftwood Network Services







At 07:29 PM 3/9/2006, Miva User Group Support wrote:
>Hello MIVA Merchant Users,
>
>As you may be aware, we have recruited a highly
qualified support team
>as part of the restructuring our entire support
environment. This new
>support team has had extensive training, including
on-site educational
>sessions, and documented processes and procedures to
ensure that they
>are well-versed in all MIVA Small Business products and
services.
>
>Along with this change comes some added benefits to our
users. We have
>implemented a new toll-free support phone number
(1.866.284.9812) and
>extended support hours (Mon. - Fri., 6AM - 6PM PST) to
better
>accommodate our customers' needs.
>
>Please be assured that we are working closely with our
new support team
>to ensure on-going success and training of new products,
services, and
>procedures. To ensure we are offering the best support
possible, we have
>put key metrics in place to allow us to measure the
quality of support
>our customers are receiving.
>
>Thanks.
>_____________________________________
>MIVA Small Business | MIVA, Inc.
>
>MIVA Means Business
>smallbusiness.miva.com | NASDAQ:MIVA
>
>
>-----Original Message-----
>From: owner-merchant-userslistmgr.miva.com
>[mailto:owner-merchant-userslistmgr.miva.com] On Behalf
Of David
>Hubbard
>Sent: Thursday, March 09, 2006 4:17 PM
>To: merchant-userslistmgr.miva.com
>Subject: RE: [mru] MIVA support = India
>
>I think we should all wait and see how this pans out. 
The
>majority of the members of this list most likely have
never
>even contacted Miva for support, preferring to receive
it
>from either this list or their hosting provider.  Those
that
>have, based on what I have read on this list, have often
not
>been able to have their issues resolved satisfactorily,
>particularly when third party modules are involved. 
Maybe
>that is an inaccurate assumption as it's more likely
that
>those who didn't receive the help they were looking for
would
>come here and talk about it, but we have no way to know
that.
>
>Anyway, my point is that support was lacking before from
>all channels, including the near 100% drop in Miva staff
>participation on this list over the past year or two, so
>whether they are making changes to improve that or just
to
>help the bottom line so everyone can stay employed and
the
>products can continue to be developed, either one will
>likely benefit all of us who use Merchant since we
>probably weren't using their support before, or didn't
>have a positive experience with it anyway.  Their
numbers
>of support personnel were not huge to begin with so
>hopefully those staff have now taken on other tasks such
as
>documentation, higher level support,
debugging/testing/QA,
>etc.  I don't know anything specific about what they
have
>done internally, just theorizing.  It would be nice if
>this change lets some of them get back on the lists
though,
>many times I see questions posted, particularly on the
>Merchant 5 list, that could probably be answered within
>seconds by someone with internal knowledge but it ends
up
>being a day of trial and error until someone figures
>out the answer.
>
>David
>
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