Articulate Support Infrastructure

Dec232004
Written by Gabe Anderson Director, Customer Advocacy — Posted in Company

Articulate is a company that puts its customers first. We pride ourselves on keeping you happy and take your feedback seriously. Just this morning, in fact, I was speaking with a customer who was looking for activation information and was confused by the flow that took him from this page (Contact Support) to this page (Product Activation/Licensing), then back to this page again (Contact Articulate Customer Support). He was absolutely right: It was confusing. So before I hung up the phone with him, I had updated the link on the Product Activation/Licensing to go to a more appropriate page.

This anecdote points to the bigger picture: My ongoing focus on providing you with superior customer support and Articulate’s willingness to be flexible in changing the way we work with you to provide you with the best possible experience.

During the past few months, we were evaluating the way we handled support and had to do some things with our infrastructure that weren’t ideal, but necessary. As many of you know, we had to “shut off” the support email address and required you to login to our support site to contact us.

You told us you didn’t like it. We listened.

As of yesterday, you are free once again to email our support address or, preferably, use one of the following links to submit a new case — no login required:

SNAG-0501.png

You can always add more details to an existing case by emailing the support address — just reply to the confirmation email you get with your Articulate Case Number.

This new infrastructure isn’t perfect, I realize, but it is ever-evolving and it is better than how things were. I hope you’ll agree.

Please don’t hesitate to continue sending me your feedback. In fact, I’ve created a special Contact Gabe form for just this purpose (no technical questions, please; use the above links for product support). Whether it’s just to say hi, comment on our new support infrastructure, or share with me your thoughts on Articulate Support or Articulate Products, I’m all ears.

Happy Holidays to you and yours!

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