We’ve just released a brand new set of improvements to for the order page. The goal is to provide instant help for you and your customers with clear communication between all the parties.
Updates:
we created a customer and Hub Help Center
we increased the Hub profile visibility
Replaced 3D Hubs support block with Help Center
replaced support checkbox on comments with Help Center
added an automated Hub welcome message
added the description of the order to the first customer comment.
Help Center
The main improvement on the order page is the Help Center. It’s the go to place for you and your customers in case you need support on your order. The Help Center will be visible on the right side of the order page. Depending on the order stage we have categorized frequently asked questions with clear steps to follow. If your questions are not mentioned you can contact our Support Team through the order page.
Clear Communication
We’ve learned that adding 3D Hubs Support Agents into the conversation on the order page confuses our customers. To solve this we’ve decided to make it clear that communication primarily takes place between Customers and Hubs. We will now be reachable through the Help center. That is why we have made the following changes:
We emphasized the Hub profile and implemented a button “message Hub” which directs customer to the comment section.
Hey @Sra1, i’m happy you like it. The wording of the automated message sent on your behalf will not be adjustable for the coming time. We first want to measure the responses of you (the Hubs) and the customers. We might want to enable an editing option later on, for Hubs above a certain Experience Level.
Can we have the response time listed in hours instead of minutes? I have my response time average of around 14minutes but would prefer that automated message says responds within an hour typically.
I guess the point becomes that the message will represent the hub - there’s a lot of opportunity to add extra information in it, and customise it to fit each hub. Not sure this should be a one-size-fits-all message, and given its putting first-person words and phrases in the ‘mouth’ of the hubs (e.g ‘my hub’, ‘I will review’, ‘I normally’) it would be best if the hub has control over that message.
Either that, or remove the first-person phrases and make it clear its an automated message.
Time of day also very relevant here - under the proposed changes orders at 2am will be met with the response you’ve decreed here. The 2am customer might wonder why they got an instant and seemingly personal response only to be ignored for several hours etc.
Also this concept of limiting functionality to most experienced hubs frustrates and limits the platform considerably. A lot of todays ‘rookies’ and ‘starters’ (to use the current 3DHubs terminology) will be the next generation - limiting things like this could limit their ability to represent their hub appropriately and standardize their communication, which could impact how their hub appears compared to another ‘more experienced’ hub.
It would be best to give every hub full control over the wording of this message.
there’s some useful info in the message that absolutely must go into the first message - fine to keep that, just have Marvin say it (not that I want to put words in Marvin’s mouth!)
