Training videos are great. But, they are not enough.
Videos can’t solve specific problems with your site. Videos can’t help you when an emergency strikes. Videos can’t hold a conversation with you.
Our members agree. Over 70% of OSTraining members choose a membership that includes support.
So, we’ve been improving OSTraining support to make it as fast and easy as possible:
Improvement #1: Email support
You can email all your questions directly to firstname.lastname@example.org. There’s no longer any need to login or search for the correct place to ask a web design question.
This was a hard decision to make, because it does also involve retiring our support forums which have been running since 2010.
For a long time, we talked about this as a team and with our customers. We came to the conclusion that forums had some important benefits, including transparency and SEO. But, on the negative side, they added a lot of friction. On a forum, you have to be logged in and every reply involves a series of clicks. In particular, forums are particularly difficult for mobile visitors. In contrast, it’s very easy to send and read emails, no matter what device you’re on.
We have archived the old forums so that they’re still available.
The new support system runs on Help Scout.
Improvement #2: Privacy for all
All support questions are now 100% private. Previously, this benefit was only available to our most exclusive members.
I know some people will miss the public discussions on the forum, but we also felt is was important to allow members to send us information securely.
Improvement #3: One place to find all your questions
Although email is now the main method of support, you can still login and find a record of all the questions you’ve asked. Each question will be labelled with the topic you choose, whether it’s Joomla, Drupal, WordPress, coding, SEO or something else.
Improvement #4. Questions under videos
You can ask questions from directly underneath all the videos. If you have a question about something you’re watching, you can email us instantly.
We’d love your feedback
We’ve all seen posts from companies that make changes and aren’t fully honest about the trade-offs (*cough* Github *cough*).
In this case, we know there are some pros and cons, but we believe we’re now able to offer faster and easier support.
Please let us know what you think in the comments, or of course, via email@example.com.