Improvements to our Support Process
Giovanni Benussi
At Turso, we take customer support seriously. We often receive questions from users at different times, especially when things don’t go as expected. We’re committed to providing the best experience possible, so we made some improvements to our support process.
#Support Channels
We have a great community on Discord where Turso users share experiences and collaborate together, and we are present there too, so it's a great way to ask us questions and discuss ideas. On the other hand, if users want to get support directly from our team about technical issues, they can contact us via our support email.
In practice we are very flexible about this and we use to receive questions via Twitter/X DMs, personal messages, and even in person at conferences!
#Priority and Emergency Support
Pro and Enterprise plans include priority support over normal requests, but there was no differentiation in our support system regarding this and was mostly a manual categorization process, so in our search to do it better, we created new priority support emails for our Pro and Enterprise users:
- Pro and Enterprise Users: Access to priority support with a dedicated email address.
- Enterprise Users: Exclusive emergency support email address for urgent issues requiring action as soon as possible.
Priority support requests are prioritised over the rest of the requests and emergency support requests get after hours support and are sent to our on-call team.
#UI Updates
To make things even simpler, we added a handy support button to our dashboard where you can choose what kind of support you want to get.
This new support process will make it easier for you, as a Turso user, to receive support and also will allow us to identify and categorise users quickly to provide faster response times to provide a better experience.
#Conclusion
We’re always looking for ways to improve the experience for our users, and excited to bring these specific ones to our support process, which will allow us to identify and categorise issues faster, resulting in a better experience for our users. If you’ve got ideas and feedback for us on how to continue to improve the user experience please reach out to us on discord at tur.so/discord. We’d love to hear from you
