Jake Peters

How Surprisingly Good Support Wins Us Customers

Jake Peters on

At HelpDocs we’re kinda great at customer support. If you’ve ever sent us a support request (or just a hello) you’ll have seen this yourself. Almost all our chats are replied to within 30 waking minutes. Usually way quicker. It’s safe to say our customers love our support. And our software of course. But mostly our support. 🤓 In fact, our support’s so good we get messages like this every day: Wow! The quality & speed of your support leave me speechless, really! :-) Come for the knowledge base, stay for the support. Often, though, people...

Cori Morris

Creating a Culture Where Everyone Does Support

Cori Morris on

At Front, we’re passionate about helping companies communicate better. Thousands of teams use Front’s shared inbox platform for customer support that feels friendly and personal, with the powerful features of a help desk working behind the scenes. With Front powering great support teams around the world, it’s ironic that after our first three years, we hadn’t hired a single customer support rep. Our engineers and CEO were managing every request themselves. The benefit—and cost—of a distributed team With half the team in France and half in the US, Front had the benefit of being...

Jarratt Isted

How We Developed Integrations to Kickstart our Early Stage Growth

Jarratt Isted on

As soon as we beamed our product down to customers we were on a race. A race to grow from nothing to something. Starting at $0 is painful. We knew we'd have to work incredibly hard to get anything and figuring out how to grow is just part of the journey. When we first released HelpDocs back in June, we were as clueless as everyone else when they get started. Our first experiment—putting money into Adwords. I'm still surprised that we were able to get our first 2 paying customers within the month. Not a bad start, but a...

Jarratt Isted

Moving Past the Ticket Number: Having Conversations with Customers

Jarratt Isted on

"Hello Jarratt", a faceless agent from Acme Corp Customer Support replied in an email thread. "Thank you for providing that information and for working with us through the troubleshooting process". Once again, there I was dealing with a large company and their inadequate customer support. Ticket 593571. Poor customer support bothers me. It bothers me because it's not difficult to be amazing at it. We're all naturally talented at being human. It's the one thing we're all great at. So what's with the canned responses? And the lack of conversation? And the desire for everyone to close their tickets as...