Customer Success - Get Started
      Back to home
      1. Help Center
      2. Wingtra Internal
      3. Customer Success - Get Started

      Support Guidelines & Best Practices

      How do we support our customers? The following guidelines and best practices should help us to deliver the world-class support we aim for!

      Support Guidelines

      General guidelines for every support case

      1. Show empathy. Always. Sometimes a phone call is better than emails, sometimes just solving the problem is best, sometimes showing solely empathy in the first answer is best. Be friendly in every interaction.
      2. Be fast. We always want to answer within one work day. For serious problems (preventing from flying, crashes, ...) we want to answer as fast as possible.
      3. Put a meaningful ticket name and ticket description (hubspot property).
        1. The customer will receive an email including the ticket name and description once the ticket is opened and once the ticket is closed.
        2. When the ticket is created the request from the customer is proposed as ticket description. Make sure to shorten it, remove cryptic signs or signatures. If the issue is not part of initial request, adjust the description later on. You can also simplify it by creating a bullet list.
        3. The initial ticket name is set by the customer. Make sure to change it if it does not make sense. Or adjust it later if the ticket evolves in a different direction.
      4. Understand the problem. Ask to explain and recapitulate the steps which lead to the failure.
      5. Document the problem and the procedure leading to the problem in detail on the ticket. Your 2 main goals for every ticket are helping the customer and documenting the issue. Documentation helps solving the problem sustainably and being faster the next time a customer faces a similar issue. Make sure the entire solution is documented in ticket notes. If you have a call or discussion with a dev add the findings to a note. If the case got complicated, make sure to summarize the final findings in a pinned note before closing the ticket.
      6. Close the ticket as soon as the case is solved from customer perspective and inform the customer about it. There are two closed stages for technical tickets - if internal investigation goes on, the ticket can stay for some time in "Customer Case Closed - Dev Investigation Ongoing". If it is not clear that the case is solved, make sure to inform the customer that you will close the ticket, but he can get back if he has additional questions.

      Reviews for warranty decisions

      Every warranty decision needs to be reviewed by a second customer success member. By default this is the team lead. Answer the following questions for the review:

      • Do we understand the underlying cause? If yes, was it a technical malfunction or a user fault?
      • If we do not understand the cause: Did we do sufficient credibility checks to understand what really happened?
      • What is the current situation with the customer? Is there an open deal which would justify more Wingtra goodwill? Has the customer a particularly bad user journey?
      • What is the suggested action (replacement, etc)? And what is the price?
      • Take 10 minutes to think about alternative actions. Do you come up with something better?
      • Decide if a warranty assessment report is needed. If yes, create a copy of this doc. Especially for user fault cases where we do not give warranty this might be needed for the customer organisation or an insurance that might pay.

      Best Practices and Links

      Here you can find first ideas and pointers for common failure cases of our products:

      CRASH


      HARDWARE PROBLEM THAT PREVENTS FROM FLYING


      SOFTWARE PROBLEM THAT PREVENTS FROM FLYING

      • Case by case
      • Check Known Issues section of the knowledge base
      • Analyse flight logs if needed
      • Talk with Jack/Andrea/Yi Hao/Antigoni if they know about similar issues


      STRANGE FLIGHT BEHAVIOR


      ADVICE (PLANNING, CAMERA, …)

      • Case by case, learn manual by heart‌


      IMAGE HANDLING / PPK / PIX4D

      • See chapters on PPK
      • See chapters on Geotagging
      • See chapters about the different payloads
      • Check known issues section of knowledge base


      SOMETHING ELSE OR HELP NEEDED

      • Approach Jack/Andrea/Yi Hao/Antigoni to supervise analysis. → If you are unsure, whom to approach, write into the support Skype chat or approach first the person responsible for your problem (see team organisation & responsibilities)