Several readers commented on this in a current evaluate of Elegant Themes the support offered was lacking. As the investigative reporters we’re, we determined to perform a little research to see if there was any substance within the allegations.
In reality, it’s common for weblog posts that consider Elegant Themes to obtain many feedback from members praising the subjects provided, but in addition criticizing the standard of the support offered.
The most important complaints appear to be sluggish response instances within the support boards and if solutions are offered, it isn’t sufficient to resolve the issue. There have been additionally reviews of upselling for customization companies that occurred throughout communication.
While $ 39 for accessing greater than 80 subjects appears to supply nice worth for cash, if the corporate does not support their companies nicely sufficient, it isn’t such deal. This state of affairs will be made worse whether it is development website for shoppers utilizing subjects and are caught halfway between dissatisfied shoppers and unresponsive support.
As non-members can not view the Elegant Themes support boards, and for the reason that discussion board posts stay unanswered or is not going to be resolved to a passable degree, we have now determined to look at the extent of service provided and report on our findings.
First Some details about elegant themes helps channels
Once you join for Elegant Themes and choose private or developer plans, you may get annual entry to the service for $ 39 and $ 89, respectively. This provides you entry to all subjects and fixed updates, in addition to entry to “premium technical support” for one yr.
There’s additionally a lifetime entry plan that offers you entry to all the things perpetually, for a one-time cost of $ 249.
You will need to have an lively or lively plan to achieve support for your subjects.
While the supporting paperwork for every subject are related and canopy this subject intimately. The most important areas of support that provoked criticism have been boards and the ticketing system.
In phrases of accessible support channels, there may be solely a discussion board. There isn’t any phone or e-mail support. When you open a brand new ticket, you’re truly posting on a discussion board (to which all members have entry).
I discovered it somewhat complicated initially as a result of many of the support boards I used prior to now had a non-public ticketing system the place tickets have been created, after which they have been solely accessible to customers and support employees.
On Elegant Themes, I noticed the “Show Your Tickets” and “Search Tickets” buttons. However, I didn’t see easy methods to create a ticket. Turns out it’s a must to go to boards and create a “new topic”. I feel the terminology may very well be extra constant right here, however when you perceive it, it is simple to make use of.
Elegant Themes entry to make use of the discussion board has its benefits, as a result of different members can reply to your downside with their maybe helpful recommendation. Plus customers can simply search earlier tickets which have already been resolved to seek out solutions to their issues.
Using the discussion board additionally has its downsides. Because you’re required to publish the URL of the location you’re experiencing issues with, you’ll publish (members) any website in progress. I’m unsure how it might work with an internet site built locally on your computer.
The boards themselves are divided into 4 most important sub-forums:
- General support
- Theme support
- Plugin support
- Theme customization
General support contains issues like common questions, subject solutions, and testimonials. The subject support discussion board comprises sub-forum for every subject the place topic-specific points will be raised. The Theme Customization Forum features a pattern sub-forum and a assist part the place support shouldn’t be assured as a result of Elegant Themes don’t formally support customization necessities.
When you submit a brand new subject in particular subject support boards, you will need to deactivate all of your add-ons. This request appeared a bit draconian to me. Although I perceive why they require it (to establish plugin conflicts), it isn’t very sensible for somebody who runs a stay web site that’s depending on plugins for its performance.
Are elegant motifs good?
Although I have never had any actual calls to make use of Elegant Themes support prior to now, I’ve put in just a few themes for this case report and made good enhancements. I threw myself into the settings and pushed the subjects to their limits.
At the identical time, I used to be involved in a number of issues. While the subjects weren’t damaged, I had just a few questions as to why they have been behaving the best way they did. Rather than persevere in making an attempt to grasp their inside workings as I usually would I opened just a few tickets for my questions (ie posted on the discussion board).
To check the standard of Elegant Themes support, I opened three tickets.
Ticket one involved the looks of a particular subject. Turns out my subject wasn’t one thing that may very well be fastened with theme settings. This made him an adaptation subject that Elegant Themes doesn’t formally support.
One from the support group answered my request inside 7 minutes with some customized CSS code to resolve my downside.
That made a giant impression on me fast responseand the truth that the support employee helped me when he was not obliged, given the character of my software.
Ticket two was answered in about 24 hours, and the respondent pointed me to the assistance file that lined my subject.
Ticket three was additionally answered in about 24 hours. This time the respondent requested me how I set the subject.
From this small pattern, the Elegant Themes support group appears to be doing job of responding to tickets in 24 hours.
Tickets from different customers
By searching the support boards, it was potential to discover a very small variety of tickets that weren’t resolved to buyer satisfaction. But total, the overwhelming majority of tickets it gave the impression to be closed, and the issue was marked as resolved.
With so many subjects to support and so many customers opening tickets, it is comprehensible that some tickets have slipped by way of the cracks. If you occur to be a type of unfortunates whose downside shouldn’t be solved, it’s doubtless that you should have doubts about your funding. However, for the overwhelming majority who by no means choose up a ticket, or for those that have their issues solved, I anticipate them to be glad with their resolution to enroll for Elegant Themes.
Major support points
The most important downside with the support of Elegant Themes there appears to be his inconsistency. Some tickets react rapidly, others are mentioned to be withered. Some commentators on different blogs have talked about advantages, and those that are too demanding are ignored by the support group when opening a brand new ticket. In not one of the instances did I discover any proof of that.
It can be fascinating to know the way tickets are managed. When I labored on the helpdesk prior to now, tickets have been usually assigned to folks or a sub-team of individuals. This meant that everybody on the group might see what tickets to cope with.
I’m unsure how it might work when utilizing the discussion board. Can discussion board posts be allotted to and queued to particular support members? Or are staff free to decide on the discussion board posts and clients they wish to reply to?
Using a ticketing system to which the shopper had entry would additionally enable them to request escalation of their ticket or project to a different member of the support group if their expertise have been unsatisfactory.
I could not discover it printed Service Level Agreement (SLA) wherever outlined response instances for support. Creating or sharing such a doc may assist clients really feel pissed off with the support as a result of they know the way lengthy to anticipate to attend for a solution to their query. It might additionally assist the support group cope with tickets extra constantly, not less than within the eyes of shoppers.
While the standard of their subjects is subjective: both you want their solutions or not. Defining the extent of support provided by way of an SLA might assist take away a few of the subjectivity from buyer suggestions on support: do they reply to and resolve tickets on the agreed time or not?
Is the support for elegant motifs unhealthy? No. It’s excellent? No.
By barely adjusting customers’ expectations and clarifying what’s and isn’t on supply as “premium support”, and by introducing a extra environment friendly or clear method of managing tickets, a loud minority of shoppers might go an extended approach to addressing the principle space of dissatisfaction. that they’ve expertise with the service.
If you’ve gotten any particular tickets that you just assume have been satisfactorily processed, please contact us.