2018 is shaping up to be a year of exciting new developments here at Wave HQ. One of which is a change to how we provide support to our customers - we’re shifting focus to better self-service, to equip our customers with the understanding of their business, and help them master their financial lives. To serve these goals, we’re introducing a brand new Community space.
What's new, and why the change?
Wave is growing. During 2017 we made a lot of great updates to the software. Some of which include major changes to improve Wave's speed and overall user experience, more online payments offerings, improved Wave Payroll onboarding, and in addition to these we’ve begun to roll out a full-scale upgrade to our core accounting product.
Growing at this pace means that we must change the way we offer support in order to best serve all of our business owners. Given that we offer a robust, double-entry accounting platform free of charge, we have grown to a size where it is no longer feasible for us to provide 1-1 ticket help for all incoming questions from business owners around the world. This means that we will be terminating ticketed support services for customers in select regions* where we do not offer paid services. Ticketed support for these regions will cease as of January 12, 2018. Tickets received prior to this date will be answered in priority sequence.
To provide a much better experience, we are dedicating ourselves to building a thriving Community Space and enriching our self-service content. These new and improved tools will be available for everyone and operate in place of ticketed support for select regions.
It is important to note that while ticketed support will no longer be available for all groups, we do not see this as a removal or stripping down of service, rather we have renewed our focus on community-driven support and we are committed to working hard together with our brave entrepreneurs to build a community of knowledgeable users who are able to help one another.
Why a Community Forum? There are a great many reasons why a forum is a fantastic tool for customer support. A forum is a public platform; this means that questions and answers are available to anyone who might happen across them, potentially saving hours of troubleshooting and email writing. More than that, though, a Community Forum is a space to engage with other business owners, like-minded professionals, and with the Wave Team to share experiences, challenges, product knowledge, and advice. Our goal is to build something together.
*Ticketed support will remain an option for Wave customers located in the United States, Canada, Australia, Austria, Belgium, Denmark, Finland, France, Germany, Hong Kong, Ireland, Japan, Luxembourg, Netherlands, New Zealand, Norway, Singapore, Spain, Sweden, Switzerland, and the United Kingdom, where paid services (Wave Payments and Wave Payroll) are available.
When will the new resources be available?
Our Community Space and Help Center resources already exist and we’ve been working to continuously improve them over the course of many months. The transition away from ticketed support for select regions is occurring on January 12, 2018.
Ticketed support is no longer available to me and I want additional support. What can I do? Can I still talk to Wave Support?
For general questions, you can find numerous articles and guides in our Help Center, together with webinar and video content. Our number one recommendation is engaging with the Community. Post your question, and review the forum for similar questions. Often, you may find others with similar experiences. From time to time, you will also see the Wave Team posting and answering questions. We look forward to chatting with you in our new space!