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by ljensen
5024 days ago
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Nice interface. I like how the smart prioritization and timeline add context to the end customer. This looks like a useful community management tool. I don't understand the customer support aspect of the tool beyond offering a customer view and messaging. The video demo glosses over what a customer support issue would look like since the person had already figured out the problem by the time Support could respond. Can you offer a demonstration of what an exchange might look like if support was needed? Also, your use of the word "proactive" made me think that the tool helps anticipate problems. Every example demonstrated reaction(sending emails after a sign-up or payment event). Even your Crewpedia case study was a reactive example because support had to respond and make changes to the UI based on how people were using the page. Can you offer some examples of how the tool allowed users to expect an event? Otherwise, I suggest using a different word such as "insightful" or "contextual". |
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The concept of proactive (as it exists in our beta) is more in the sense of "fix their problem before they have to ask you to fix it". But our goal is absolutely to help you to "fix their problem before they know they have a problem".
We've been able to do that to a certain extent with FolioHD customers manually by seeing patterns in their usage where we can suggest an optimization.
For instance:
We see a user uploading images one by one and can shoot them a message saying: "hey john, did you know that you can select all your images at once when you're uploading? save some time!"
or, we see someone uploading custom images to use for their homepage slideshow that are branded with logos that don't look great in their portfolio proper, so we can reach out and say "hey jamie - did you know you can create a separate gallery for your homepage features and then hide it so it doesn't show up inside your portfolio?"
So this is what we mean when we say "proactive". When we see one or two people having problems, we can help them out to best use our product. And if we see a lot of people missing key features, we know that we need some UX work.
It's been pretty great, and that's why we figured we should polish it up and release it for other people to use.