As you know Eve was started to solve some of the most common industry problems like unreasonable prices, bad product quality, bloatware and so on.
The main reason we can create unprecedented quality products at affordable prices is because of direct support from our community and our small agile team. You might not think about it, but keeping things simple and small within the Eve team is one of the biggest factors we can be constantly among you guys! No dang bureaucracy, no lazy overheads. The Eve way.
And being with you, among you, for you, is what counts the most! Without community and people getting Eve products, there’s nothing left. It’s all about the personal dialogue! Wholehearted thanks to all you lovely members :*
“Yeah yeah, so what? Keep it short and simple!”
Traditionally customer service and treatment of people in general is not considered the strong card of tech firms. Often its outsourced to some lower-wage country, ran by robots, handled late and with minimum effort, etc.
But interaction with customers is the most important thing!
And there’s no hiding: Here’s the thing, despite the fact that Eve is a new company that is very small comparing to other tech giants we are nowadays quite present online (search “crowd developed” in google and you will understand what I mean). As a result even before we have shipped our Vs to press and started more sales we have 500,000 monthly visitors to eve-tech.com and eve.community. And so we are contacted more and more. Nice!
The more we talk and chat with people outside the community, the more time is shifted away from being among you and making cool stuff with ya’ll! And for the most part, say 98% of the time, the requests and support mail we get is about the same things: V specs, chances for buying the V, what is the community, etc. The easiest way to describe that dialogue is to say that we have 100s of community members who could easily give all the desired info!
Are you happy about the fact that eve.community knows and discusses all about Eve?
- Yes, keep the doors open!
- No, I prefer blindfolding and listening to the man
We are always there for you!
###So there’s the big idea:
What if we merge traditional support channels and eve.community into same one channel? Before you send me to mental institution (pleaaase noo) hear this out. Why do I have come to think this is a great way to go?
First, our whole team would be hanging out in eve.community more, and support questions would be coming into dedicated support category.
Second, Community members will be able to help with common repetitive questions giving answer very fast (by probably linking already existing topic) and for any requests community doesn’t have answer for or requests that require action from our team our team members will be there to help. We will be able to resolve sensitive matters through private messages as well as through support telegram channel.
We will always continue to have dedicated Eve team members looking after the people who need help, and while the new website is under works a thorough FAQ sections is in the works. We will always be there for you, but perhaps soon all 4000 members could cover your back as well?
Time and time again we’ve been amazed the quality and wisdom of the community crowd. And especially we keep hearing about how kind-spirited you guys and gals are! I agree, you’re the best . We know a lot of you want to help others only for the sake of helping, but we will also be able to reward with all sorts of Eve stuff those who really stand out in their “community service”!
In a nutshell:
The benefits of community driven service are:
- Fast, humane, high quality, authentic responses given by our core team and community members
- Lower overheads for us as a company allowing us to maintain our affordable pricing and small, agile team size
- Open dynamic discussion where people can get answers fast and feel the Eve way and its people (you). Rejecting the 9-to-5 bureaucrats, focusing on 24/7 passion and true problem-solving
This is something that most of you guys already do anyways:)
- New and unfamiliar way to receive support from tech company
So imagine Eve becoming the first company to have community driven support as well.
Hey what do you say guys? Should we make history and get remembered as not only the company to crowd develop a computer first but as well as the first company to have user driven support?
##Should we TRY it out?
- Yes, Let’s try it out!
- No, lets stick to traditional ways
If you think its a good idea we will try it out and if it doesn’t work we think harder if it does then we keep it
If answer is yes then in community fashion we will brainstorm on how to properly design the whole flow.