All businesses need to service their customers. Software testing tool vendors are no exception. The difference is that the customers in this (our) case, are testers - those whose profession is to improve software, and in the process, find bugs and issues. This can hurt sometimes :-) However, as we have written in a few [...]
Supporting users for over 10 years, and communicating with customers regarding future plans, new features and their needs, has proved challenging but rewarding at the same time. There are many ways to support users of your services and tools. Not only how it’s technically done (online, email-based in our case), but also - and mainly [...]
Every application we use has those little things, that make the user’s work so much easier. It can be a keyboard shortcut, a hidden option, or a quick way to make the most out of a feature. We once had a post written, by a former team member of our support, explaining how to change [...]
There’s no doubt the web and software landscape have changed dramatically in the past 10 years. Not in just how software and services can be delivered, but also from the all important angle of ‘customer service’. What does customer service have to do with it all? A lot! Call it Customer Service. Communication. Community Management. [...]
Last night I've spent just over two hours on the phone. I don't normally talk much. Most conversations are kept to a minimum. This call was different though. I was talking to my cable Internet support staff. I have to confess, it's a very odd, tricky, almost elusive problem, and they were very kind and [...]
