Speed reaction and Eugenio from Italy

A story about one customer who bought AR Basketball GO and won

How can I make my customers happy?
How can I provide the best support for my products?
How to maintain speed reaction for own support service?

This story was a kind of challenge for me.
I postponed all plans, solving the problem of one client.

Have questions? Email me!

Because of the specifics of the business, my clients contact me for the most part in case of any problems. If there are no problems, then I do not know practically anything about the buyer, except for data from Google Analytics.

After receipt of the request to email, I provide a response within 3 business days. The robot automatically sends a notice of 3 working days with a reply letter. Of course, 3 working days is not very good for a company.

This is an adequate time for solving almost any technical issue, without prejudice the development of new products. I do not have employees, and I provide support personally (therefore 3 days, not 15 minutes).

Give feedback to me

If I respond in a timely manner, most customers remain neutral to the request for leaving a review in the Unity Asset Store.

But if I react earlier (e.g., per day) and send a ready-made archive, the client will be more than satisfied and leave a big feedback in the store.

So for the Eugenio Gatto from the LA Group, I’ve developed the Vuforia version of my app template for Unity with the augmented reality called AR Basketball GO.

Perfect for my needs, and GREAT assistance! ★★★★★

The product is simple but functional, perfect for my needs. Andrey was so fast helping me to make it work with Vuforia, he even made some modifications himself specifically to my needs. Thank you, Andrey! Great job and great customer service.

What is the result?

Now I have a Vuforia version of AR Basketball GO. Contact me after purchasing the product, and I will send it to you as soon as possible.

This version is still in Beta mode. In the new year (2018), I will make a stable version with Vuforia and add it to the main package in the Unity Asset Store.

Speed reaction doesn’t work

Of course, there are times when the declared speed reaction does not work.
Unfortunately, there are a majority of such cases.

Some customers do not want help. Really!
They write their problems right on the Unity Asset Store and then do not respond to my emails.

Support is working for you, and I really want to make you happy.
Just email me and the product will work.

What’s the matter?

There are a lot of factors, why purchased Unity Asset will fail at the first start. Especially when it comes to mobile development with third-party frameworks.

  • Unity Version
  • Version of third-party framework (e.g., Vuforia)
  • iOS version, Android version
  • Other reasons

All this – software from different manufacturers, which can contain a lot of bugs.
I write down all known cases in the documentation, but I can not predict everything.

I can still help you

I can help you only if you email me and send some test data.
If you did not find your case in the documentation, then this is the only way.
So stay in touch!

What do I need from the client to provide high-quality support?

  • Test Video with the problem;
  • Versions of all used software;
  • Logs data: Unity Console, Logcat (Android), iOS (XCode debugger);

Let’s solve your issues and make the world a little happier.

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(2 votes, average: 5.00 out of 5)
Support for Unity Assets
I am Andrew Sirota, Founder at Makaka Games and full-time Publisher on Unity Asset Store. First of all, read the latest docs online. If it didn’t help, get the support.
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