Audience

Our Audience in support conversations is typically someone who is experiencing at least one

of the following issues:

• Confusion with a Universe product
• Confusion with another product or system that works with Universe
• Experiencing a major or minor bug with a Universe product
• Asking for advice on how to best use a Universe Product

They are also likely experiencing one or more of the following emotions:

• Uncertainty
• Puzzlement
• Disorientation
• Exasperation
• Frustration
• Skepticism
• Anger

In general, our support audience consists of people who are looking for help.

Goal

Support from our industry competitors is probably best described as “Good luck!”

Tools like VAN, NationBuilder, and PDI largely ignore support requests of all but their