memoQ Translation Technologies is very proud of our approach to support. Since we first released memoQ we have treated issues from customers with the highest importance. We also answer support queries every day of the year.
This blog post is an interview with Márton Horváth who is manager of the support team at memoQ and will give you a behind the scenes look how at our support team works. At the end of the post we have some links which are also a source of useful information.
Can you introduce yourself and tell us what you do at memoQ?
My name is Márton Horváth. I am currently overseeing memoQ's customer support and infrastructure departments. I have been working for memoQ Translation Technologies for a little over 4 years now, originally as a Support Engineer.
How do memoQ users get in touch with support?
Customers can use our support site at support.memoq.com, send us a mail directly to support@memoq.com, or call us if the need is urgent.
What sort of information should they give you to help you resolve the query?
The basic way of solving a technical issue is reproducing it, so when submitting a ticket, try to give as many details as possible. The best is a step by step explanation of what you were doing when the issue happened. If it is connected to a file operation, such as import/export, always attach the file.
Could you explain what happens to a support ticket from the query being submitted until it is resolved?
When the query comes in, it is turned into a ticket in our system, which helps us organize our work. The users tend to indicate if the issue is critical, but we do prioritize them ourselves as well. We will always treat showstoppers as critical. Once the issue has been prioritized, it will be assigned to one of our support agents. If it is something that requires more, or specific experience, we might assign it to our second level support, or even a developer directly. The next step is usually reproduction, and reporting the issue as a bug. We always try to find a workaround for the user, so she can deliver her work, get the project started etc.
How is the support team organised?
The support team is divided into shifts, covering the working hours of the majority of our user base.
How many are in the team?
The support team consists of 8 people, 6 on first level, and 2 dealing with more complicated cases.
What hours is support available?
memoQ's support is available throughout the week nonstop, regardless of national or other holidays. We also provide support on Saturdays from 10:00 to 18:00 (CET). We have limited support availability on Sundays, where we usually assist on critical issues.
What sort of queries are most difficult for the support team?
Workflow related issues can be tricky, as our customers use memoQ in ways we would never imagine possible!
Is there anything which the user can do to make it easier?
Details, details, details.
How will the memoQ support team improve over the next year?
We keep monitoring the most commonly occurring issue types, and we train our staff – be it internal or external training, or if only setting some time aside for self education. We also keep an eye on the changes of the workload, so changing the support shifts and hiring new people is always on the table.
What is the quickest time it has taken to answer a support ticket?
Very likely under a minute, if we don’t count the time it took for the email to get through.
Useful resources for memoQ users
memoQ support: https://support.memoq.com/
Knowledge base: https://kb.memoq.com/
memoQ Yahoo group: https://groups.yahoo.com/neo/groups/memoQ/info
memoQ guides and videos: https://www.memoq.com/learn/guides-and-videos/translators
memoQ online training course: https://www.memoq.com/learn/training-courses
Upcoming and recorded webinars: https://www.memoq.com/learn/webinars/upcoming-webinars
memoQ blog: https://www.memoq.com/en/news
memoQ in quick steps – Book from Kevin Lossner: http://www.translationtribulations.com/p/publications.html
