Drupal open source content management system is empowering millions of the web pages at present and this rate is increasing immensely. The process of Drupal web designing and development comprises the various phases such as coding, implementation, testing, support and maintenance. All of them are equally important for successful completion of the process. The performance of every Drupal website slows down in a year or two after it is deployed on the server. For enhancing speed of the website and to make it optimized as well as error-free, Drupal support and maintenance emerges as an essential phase.
Ongoing support plays a very effective role for the sites’ owners in order to retrieve the lost data. The availability of content management systems have made the task extremely easier when it comes to managing the web properties. But, for resolving technical issues or coding errors, the website owners must need assistance from the developers to get all the bugs resolved in an effective manner. Support strategy acts as a crucial key that not only attracts the customers, but also helps to retain customers and ensures long-term relationship.
What key features are considered in Drupal support and maintenance?
Some crucial features that are considered by the developers at the time of rendering support and maintenance to the web pages based on Drupal CMS have been highlighted below:-
- Monitoring the website and hosting server
- Immediate response to the clients requests and system alerts
- Managing performance as well as the sites’ security
- Updating database, code base and Drupal core
A glimpse on fruitful support and maintenance strategies for Drupal website
Below we showcase five fruitful strategies for smooth ongoing Drupal support and maintenance, post completion of the deployment phase:-
Go for email support
Email support is considered as one of the most interactive and cost-effective ways to communicate with the worldwide clients any time, once their project has been completed and delivered successfully. This strategy helps the developers to keep track as well as monitor the support requests. It facilitates the development team to provide better support management by distinguishing or separating resolved and pending issues. Template responses will be also a highly effective way to sort out occurring issues, but the condition is that these responses must be kept updated.
Use of ticketing system
Second useful strategy for Drupal support and maintenance service is use of ticketing system. This system becomes quite effective and result driven after combining with other ongoing support like email and phone. Ticketing system provides the facility to monitor support staff in the case when multiple staff is engaged in resolving or troubleshooting the occurring issues. This system is also very useful for keeping a record of the support requests at one time on the basis of total hours and men used for sorting the issue.
Rendering real time support
Third important strategy used for Drupal support and maintenance is rendering real time support to sort out the issues. One of the quickest ways that helps to resolve issues in a project after development and in a minimal time is introduction of a chat system on the website. Through this chat option, troubleshooting will become even more effective for the support staff as it will be in direct contact with the clients. Real time interaction is very helpful for guiding the clients regarding code-related queries and takes lesser time to troubleshoot the issue in comparison to other strategies like email support and ticketing system.
Adding diagnostic information in the project documentation
The next winning strategy as far as Drupal support and maintenance service is concerned is to add diagnostic information in the project documentation, so that troubleshooting minor and major issues can be done without taking much time. For any web development project, documentation is equally important for both clients and the developers. The developers must put their efforts in preparing diagnostic information based on the website and its related properties to ensure effective troubleshooting. FAQ model with proper information based on the queries is not only user-friendly, but also engage the clients.
The final strategy for a fruitful Drupal support and maintenance is social media that ensures a better response. Social media platforms such as Facebook and Twitter have emerged extremely helpful for ongoing support. Facebook pages, especially designed for client support, are highly beneficial in generating a fan base as well as engaging long standing customers. In the same way, tweeting links help resolve the support issues and ensure the best solutions to the customers.
These were five winning strategies for ongoing Drupal support and maintenance to sort out the issues and retain customers. Properly designed support strategies are time-saver and beneficial for both customers and the service providers.
Posted By: PSDtoDrupalDeveloper Team