When it comes to solving customer issues, empathy and understanding can make or break an interaction. By the time a customer reaches out for help, they may have been struggling with an issue for hours, days, or even weeks. So it’s important to meet their frustration with a calm, can-do attitude, and be ready to[…]
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Communication
75 Support Phrases for a Delightful Customer Experience
Communication, Customer Support Nov 20, 2019
Support teams carry a heavy load every day. They must provide information and help to customers who reach out with questions about the company’s products and services. All this, while helping with genuine issues as they arise. If there is unbearable support work coming through, usual reaction of the management is to try & hire[…]
Providing delightful customer support isn’t easy. Support teams spend a lot of time answering the same questions again & again. It’s tiring. Giving customers a self-service option for these questions frees up support representatives’ time. That way, customers get quicker answers. And the support people have more time to help with the tougher problems. That’s[…]
Announcing New Features To Increase Customer Adoption
Communication, Product Roadmap, Release Notes Nov 01, 2019
For software companies, essence of introducing new features is to get customer adoption. Just developing the app or website doesn’t mean users will come. People have to know what’s new in your product, and they need a reason to care. Thus how you present & market features is as important as the features themselves. How[…]
All software development teams use release notes. Whether they know it or not, is a different question altogether. For example, development team makes some changes to the application and hands it over to QA. Do they inform the QA team, what has changed? what needs testing? what are the known issues? Now extend the same[…]