Algol+ customer support

Our small company Algol+ has been developing plugins for WordPress for over 5 years. You may know such plugins as Advanced Order Export for WooCommerce, Advanced Dynamic Pricing for WooCommerce, Phone Orders for WooCommerce.

Customer support is an integral part of our operations and success. In this article, we will discuss all aspects of customer support (bug report, customization, feature requests) and how it affects Algol+ plugins.

Bug Report

Bug reports are crucial for the continuous improvement of Algol+. They not only help in identifying the existing flaws but also in preventing potential future issues. Bug reports (as well as customization and feature requests) are sent to us on FreshDesk.

What does a bug report look like? Typically, the client describes the problem they encountered, attaching screenshots, videos and other materials. We ask for additional documents and explanations if necessary (for example, JSON system report). Then our support repeats the bug locally. If a bug is found, it will be fixed for all future versions. If only the client has a bug, we look at his problem individually.

How long does it take to fix a bug? It depends on the complexity of the bug. We try to resolve customer requests within a few hours, but it may take up to 3 days for tricky cases.

Customization

Customization is at the heart of Algol+’s philosophy. Recognizing there are no two similar websites, Algol+ offers extensive customization options to adapt to various workflows and requirements. The support team assists users in:

Personalization: Modifying the interface and functionalities to match the user’s preferences. Integration: Seamlessly integrating Algol+ with other tools and systems in use by the business.

Note: You could find the list of compatible plugins here https://docs.algolplus.com/algol_pricing/available-plugin-compatibility/

Scalability: Ensuring that the customizations are scalable and can grow with the business.

Feature Requests

Feature requests are a testament to the collaborative relationship between Algol+ and its users. They provide valuable insights into user needs and market trends. We discuss the most interesting user suggestions with the team, which are then evaluated based on:

Viability: Assessing the technical and practical feasibility of the requested feature. Demand: Considering how many users have requested or would benefit from the feature. Alignment: Ensuring the feature aligns with the overall product roadmap and vision.

Customer Feedback

The WordPress’s review section is a testament to Algol+’s impact, with numerous users sharing their experiences. These reviews highlight the seamless functionality of ours software solutions, the adaptability of their customization options, and the responsiveness of our customer support. Algol+ values this feedback, using it to refine their offerings and to ensure that their services not only meet but exceed user expectations.

Algol+ is committed to a user-centric approach, where customer feedback directly influences the development cycle. This symbiotic relationship not only enhances the product but also ensures that users feel heard and valued.