Support requests: How software gets better
recursion.org
Support requests: How software gets better
1–5 of 5 posts
Re: Support requests: How software gets better
#2Very true. We have been used customer's feedback as a primary source of ideas for growing our software products. Instead of copying features from competitors, listen carefully to the questions and requests that your customers have.
(It's also often that customers will sponsor new features just to get them faster)
Re: Support requests: How software gets better
#3Any recommendations for keeping track of email support requests? I'm getting beyond the point where I can just reply straight from gmail. Ideally something I can just self host to avoid a monthly fee, but I'd be open to paying for a really good solution.
Has anyone had any luck outsourcing support questions? Especially for support emails in the middle of the night, it would be nice to have someone answer basic questions and then escalate the difficult ones to me.
Re: Support requests: How software gets better
#4Any recommendations for keeping track of email support requests? I'm getting beyond the point where I can just reply straight from gmail. Ideally something I can just self host to avoid a monthly fee, but I'd be open to paying for a really good solution. Has anyone had any luck outsourcing support questions? Especially for support emails in the middle of the night, it would be nice to have someone answer basic questi…
We use SupportBee and it works pretty well for shared email support. It's a paid product but it's affordable and the pricing isn't based on the number of people.
Depending on your business you can probably get away with only answering support requests during business hours.
Re: Support requests: How software gets better
#5Any recommendations for keeping track of email support requests? I'm getting beyond the point where I can just reply straight from gmail. Ideally something I can just self host to avoid a monthly fee, but I'd be open to paying for a really good solution. Has anyone had any luck outsourcing support questions? Especially for support emails in the middle of the night, it would be nice to have someone answer basic questi…
Help Scout sounds exactly like what you are looking for.