How to choose the right support channels for your software product
Getting started with providing great support can be tricky. There are endless support channels available, and choosing between them is hard.
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Customer Feedback
How to collect and manage customer feedback like a pro
How to know if you need a product feedback tool
Most of us have used a spreadsheet as a product feedback “tool” at some point. However, there comes a time where a solution that simple isn’t enough.
Improving communication between product and support
Product and support are often portrayed as the two parts of a business that just “can’t get along”. Improving communication between these teams can be challenging.
How to communicate product value to potential customers
You’ve built a piece of software. You think your product value is through the roof. It’s useful, functional, and overall amazing. There’s a problem, though.
How to give good feedback to a SaaS product
Many of us like to think we know how to give good feedback for a SaaS product. However, that might not always be the case.
Beta testing: how to choose testers from your user base
There are customers that are easy to get feedback from and who are qualified for beta testing. And then there are customers who aren’t. How do you choose?
Debunking the “faster horse” concern in customer feedback
Open customer feedback can be scary. What if someone asks for a “faster horse”? You’re going to have to build it, right? Nope.
3 situations where not listening to customers is fine
Most companies are terrified at the idea of “not listening to customers”. However, some feedback does not come from a good place. Here’s how to respond.
How to tackle real-life social media customer service obstacles
Companies keeping social media in the marketing department alone are missing out on a huge opportunity—the chance to give the people what they want.
Managing customer expectations for new feature requests
If you’ve worked in a customer-facing role at a SaaS company, then you’ve received feature requests before. How do you manage these customer expectations?
