Head of Support at @GitBook where I build a calm Support team. Learning Elixir. Writing 2D retro games. Previously @GitHub.
Hi folks! I am happy to share last month's progress on Supportress. Quick reminder, Supportress is a simple, fast and reliable customer support tool at an unbeatable price. HeavyMelon is the company myself and Ilias have founded, and Supportress is our first SaaS product.
See a preview of a Supportress sneak peek video we are going to release in our newsletter next week. You can subscribe to the newsletter now so that you don't miss the full video.
Is becoming a manager an inevitable career advancement after a certain point? What if the idea is intriguing? Should you do it?
You have to keep your customers happy if you want to go far as a company. Improving employee satisfaction has been linked to increased customer satisfaction.
What is one question you could always include in interviews? People like talking about their accomplishments. If they are proud about something, you get the chance to listen and learn more about the interviewee.
Two ways to thank a colleague you collaborated with and you were pleased about it. Not the only ways, but one them may have not occurred to you.
Canned responses are necessary but you have to use them carefully. Customers can always understand if you have dropped a canned response with irrelevant or out of date parts. Try to avoid doing that.
Responding with a short concise list of resources is better than defaulting to an out of date list that answers a variety of problems. Put the extra effort into understanding exactly what your customer needs.
Most of the interactions are happening on the Internet because of the pandemic. Supporting your customers properly is even more important. We don't have the luxury of interacting in the same space. We should strive to minimize the back and forth.
We have deployed Supportress to production and started using it ourselves. We are working on the final details before opening up the private beta. Watch this space!
