For those who are new to Family Tree Maker® as well as returning users from previous editions, we'd like to introduce you to the FTM CO-PILOT PROGRAM 2.0. This is an updated version of the tool we designed when we released FTM 2017, as a way to check in with our users 48 hours after they start using the software to give them the chance to fill out a survey and run a diagnostic test to share their experiences. This proved to be an excellent way to communicate with our users, learn from their feedback, and keep working at the things our users have needed the most.
To continue in that same spirit, we've made improvements to the FTM Co-Pilot Program in FTM 2024. It's pretty straightforward - we start every new user off with 48 hours of flight on their own, and then have them land for a brief check-in on the second day. The diagnostic test is free, fast, easy and optional. From the results we can tell if the user ran into problems that we can address, or if they had a great adventure, send them on their way.
On the first startup of the program, each user will see the FTM CO-PILOT PROGRAM welcome screen, describing what to expect, and also letting them know that support systems, including Live Chat, are there for them 24 hours a day, seven days a week. The first time they open Family Tree Maker after the 48 hours are up, a screen appears inviting them to a Co-Pilot Program Check-in. The user then either fills out a very brief survey while the diagnostic tests are run, or says "no thanks" to opt out. There's also an invitation to come in to Live Chat to work with us directly in case there's anything you'd like our help with.