5 ms·

"We can't give devs access to support, because [ZenDesk, FreshDesk, etc] costs 9 gazillion dollars per user"

by adwww 8y ago

stuffhq 8y ago
For that exact reason I've had a weekly "emails and chill" date with a supporter. Brought coffee for both of us. I flicked through incoming support emails for 30-40 minutes....
- spiderfarmer 8y ago
  We did the same thing with a small team. Did wonders for our response time and for refining our support processes.
- robbiemitchell 8y ago
  What's your support volume like right now? Just email, or also chat?
pard68 8y ago
Every member of IT where I work (758 people) have licensed ServiceNow account.
- sleepychu 8y ago
  What's volume licensing like at that scale?
geofft 8y ago
Then it is a product development priority to pick something else, just as you wouldn't pick a bug tracker, version control system, or language runtime that wasn't affordable to let every developer use.
AznHisoka 8y ago
ZenDesk and other help-desk software have to be the highest reward-to-effort SaaS startups ever built (from a founders point of view). Simple CRUDs with non-complex infrastructure... that cost a boatload per client.
- toast0 8y ago
  It really depends. The per seat cost for ZenDesk is pretty low; if you have an efficient process, it can be a lot of effort for them. My work's support people are very efficient, so we were processing tons of tickets and bogging down their infra. We ended up building our own ticketing to get the performance we need. On the topic of reading support email; I think it's important that developers regularly have tickets escalated to them, and regularly hear about the trending issues; but that doesn't mean they need to spend a day in the queue. Processing support email is a skill that needs training and practice to do well; it's not something an engineer can do once a month or a few times a year with good results. Of course, this may depend on the scale of your support queue and of your team; there's a big difference in a few emails per developer per day and thousands per day.
  - AznHisoka 8y ago
    "My work's support people are very efficient, so we were processing tons of tickets and bogging down their infra" That kind of says it all... There should be no reason support tickets should bog down their infrastructure. We're not talking about millions of real-time transactions here, even in the most popular consumer products. I should expect perfection because it's simply the most trivial product you can build, technology-wise.
robbiemitchell 8y ago
Exactly. That's why it's helpful to pull the data into a separate UI where everyone can get access to it.
- Alex3917 8y ago
  Our product www.fwdeveryone.com is designed for this, if anyone is interested. We make it easy to share specific threads within private repositories for your business for these kinds of use cases.
iloveluce 8y ago
For most of these products the api is relatively easy to use to pull conversational data. Or use ScopeAI :) (Biased since I work there)
evrydayhustling 8y ago
Cost is one issue. Another is that these tools are designed mainly for triaging conversation volume and aren't really designed for PMs, salesfolks, or engineers to extract what they need from historical conversations. Companies that want to get every team engaged with customer feedback can: (1) Invest in their own data extraction and pipeline to push conversational info into cross-team dashboard. (2) Perform or outsource a bunch of research and report on "voice-of-customer" to the rest of the org. (3) Use active feedback reporting tools like ProductBoard or NomNom to organize (one kind of) customer feedback. (4) Try passive conversation analysis from new tools like frame.ai (that's me!) or scopeAI
g___ 8y ago
At least FreshDesk has an "occasional agents" option (users who are paid per every day they logged in). https://support.freshdesk.com/support/solutions/articles/227571-what-is-a-day-pass- https://support.freshdesk.com/support/solutions/articles/227...

"We can't give devs access to support, because [ZenDesk, FreshDesk, etc] costs 9 gazillion dollars per user"

by adwww 8y ago

"We can't give devs access to support, because [ZenDesk, FreshDesk, etc] costs 9 gazillion dollars per user"

For that exact reason I've had a weekly "emails and chill" date with a supporter. Brought coffee for both of us. I flicked through incoming support emails for 30-40 minutes....

spiderfarmer 8y ago
We did the same thing with a small team. Did wonders for our response time and for refining our support processes.
robbiemitchell 8y ago
What's your support volume like right now? Just email, or also chat?

pard68 8y ago

Every member of IT where I work (758 people) have licensed ServiceNow account.

sleepychu 8y ago
What's volume licensing like at that scale?

geofft 8y ago

Then it is a product development priority to pick something else, just as you wouldn't pick a bug tracker, version control system, or language runtime that wasn't affordable to let every developer use.

AznHisoka 8y ago

ZenDesk and other help-desk software have to be the highest reward-to-effort SaaS startups ever built (from a founders point of view). Simple CRUDs with non-complex infrastructure... that cost a boatload per client.

toast0 8y ago
It really depends. The per seat cost for ZenDesk is pretty low; if you have an efficient process, it can be a lot of effort for them. My work's support people are very efficient, so we were processing tons of tickets and bogging down their infra. We ended up building our own ticketing to get the performance we need. On the topic of reading support email; I think it's important that developers regularly have tickets escalated to them, and regularly hear about the trending issues; but that doesn't mean they need to spend a day in the queue. Processing support email is a skill that needs training and practice to do well; it's not something an engineer can do once a month or a few times a year with good results. Of course, this may depend on the scale of your support queue and of your team; there's a big difference in a few emails per developer per day and thousands per day.
- AznHisoka 8y ago
  "My work's support people are very efficient, so we were processing tons of tickets and bogging down their infra" That kind of says it all... There should be no reason support tickets should bog down their infrastructure. We're not talking about millions of real-time transactions here, even in the most popular consumer products. I should expect perfection because it's simply the most trivial product you can build, technology-wise.

robbiemitchell 8y ago

Exactly. That's why it's helpful to pull the data into a separate UI where everyone can get access to it.

Alex3917 8y ago
Our product www.fwdeveryone.com is designed for this, if anyone is interested. We make it easy to share specific threads within private repositories for your business for these kinds of use cases.

iloveluce 8y ago

For most of these products the api is relatively easy to use to pull conversational data. Or use ScopeAI :) (Biased since I work there)

evrydayhustling 8y ago

Cost is one issue. Another is that these tools are designed mainly for triaging conversation volume and aren't really designed for PMs, salesfolks, or engineers to extract what they need from historical conversations. Companies that want to get every team engaged with customer feedback can: (1) Invest in their own data extraction and pipeline to push conversational info into cross-team dashboard. (2) Perform or outsource a bunch of research and report on "voice-of-customer" to the rest of the org. (3) Use active feedback reporting tools like ProductBoard or NomNom to organize (one kind of) customer feedback. (4) Try passive conversation analysis from new tools like frame.ai (that's me!) or scopeAI

g___ 8y ago

At least FreshDesk has an "occasional agents" option (users who are paid per every day they logged in). https://support.freshdesk.com/support/solutions/articles/227571-what-is-a-day-pass- https://support.freshdesk.com/support/solutions/articles/227...