evanhamilton

8 ms·

31.
The science of customer service: emoticons make 84% more users happy(uservoice.com)
4 points by evanhamilton 14y ago|1 comments
32.
Net Promoter is a bad measure of customer satisfaction (& what we use instead)(uservoice.com)
5 points by evanhamilton 14y ago|0 comments
33.
by evanhamilton 14y ago
While I do like tags for myself, they are also inherently problematic with a group. I tag a photo of my friend "Chardo" (his nickname). Friend #2 tags another photo of him "Richard" (his real name). Now viewing all items tagged "Richard" wo
34.
by evanhamilton 14y ago
Sure, it might...but your financials will also look bad if you slowly bleed customers through bad customer service. Again, I think this is an opportunity for organizational change - even if the employee can't solve my problem right then, he
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by evanhamilton 14y ago
+300 :)
36.
by evanhamilton 14y ago
Thanks for the feedback, hluska. I hear you...I've been in the same jobs and had no power. I was really trying to use this example to point out how companies need to have a culture of actually solving problems rather than shrugging and sayi
37.
by evanhamilton 14y ago
Great point. That's why company culture is important - you need to have frontline employees who care. Probably not going to happen at the bakery, sadly, but something you CAN build into a startup.
38.
Sorry, but your customers don't care if you're sorry.(uservoice.com)
18 points by evanhamilton 14y ago|18 comments
39.
by evanhamilton 14y ago
Sure...I think that's a big part of Rich's point. If you're bootstrapping or building a lifestyle business, this isn't the way you want to go. Neither is right or wrong (though some specific instances certainly seem a bit gross). (And regar
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by evanhamilton 14y ago
@Jon That's awesome! Shoot me an email, I'd love to hear more about it: evan[at]uservoice[dot]com
41.
by evanhamilton 14y ago
Just to expand on what Rich said: we try to build products that solve people's problems. We're very focused on making sure additional features solve a lot of people's problems (our feedback forum helps us figure this out: feedback.uservoice
42.
by evanhamilton 14y ago
Ah, it's worth clarification here. Here's how we use the nomenclature: Ticket - a message a customer sends in about an issue or question. Bug - an issue (that can come from any source) which we track and resolve. We just Trello for bugs (wh
43.
by evanhamilton 15y ago
Sorry about that, I guess I was more interested in the process! :) You should ping http://twitter.com/jessemaan about the system...I'm sure she'd be happy to share.
44.
by evanhamilton 15y ago
I wasn't necessarily trying to imply that, though I'm sure it is true. :) Based on what they told me, it sounds like the scheduling was the hardest part. Second hardest was probably finding the right phone system that worked perfectly for t
45.
How Airbnb scaled to 24/7 support (including phone) in 1 month(uservoice.com)
49 points by evanhamilton 15y ago|9 comments
46.
How to prepare your customer service for SXSW in 30m(uservoice.com)
3 points by evanhamilton 15y ago|0 comments
47.
by evanhamilton 15y ago
Thanks for the clarification. We totally agree that any tool can be used incorrectly, which is why we're always working to educate our customers (and businesses in general) about best practices for customer service and customer feedback. On
48.
by evanhamilton 15y ago
You should spend a second on http://www.uservoice.com/helpdesk . We've never said that UserVoice was a replacement for a support system, and we've actually very clearly stated that we think customer-powered support doesn't work as a standa
49.
by evanhamilton 15y ago
That's definitely a concern here at UserVoice. We're firm believers in saying "no" (and explaining why) rather than letting ideas sit open or in "under review" or "planned" piles. We do and will continue to preach that to our customers, and
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by evanhamilton 15y ago
Here at UserVoice, we're in love with: * http://trello.com Easy card management for tracking all of our projects and bugs. We've got boards for every department. * http://hipchat.com Fantastic way to chat in rooms or with individuals. K
51.
by evanhamilton 15y ago
So if I told you that I wasn't a person but in fact a 15-person team who posts comments across the web, you wouldn't be weirded out? :P
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by evanhamilton 15y ago
I'd argue that a pseudonym is /very/ different from having all support responses come from a a fake person. "tomkarlo" could be a pseudonym and I'd be fine interacting with you...but if I find out that "tomkarlo" is actually 12 employees at
53.
by evanhamilton 15y ago
I have to agree with martey here: the way you did support is fantastic, creating a fake persona is not. People like honesty and hate being fooled. If your customers found out about Alla, I think they would be very upset. Especially the ones
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by evanhamilton 15y ago
Totally! I'm obsessed with telling our team about customer problems, our support folks are obsessed with helping them, and our Head of UX is obsessed with fixing the actual problems. It's a good set of checks and balances. Thanks for the ki
55.
by evanhamilton 15y ago
You have a point about the actual amount of time saved, but there are plenty of questions that are very complex that can be answered by a good FAQ. For example: we offer Single Sign-On for UserVoice. If we didn't have any documentation at a
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by evanhamilton 15y ago
Not sure I agree with that point: http://www.google.com/insights/search/#q=ipad%20help&cmp... Yes, they're easy to use. Are they so easy to use that nobody ever needs any help with them? No.
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by evanhamilton 15y ago
Currently we don't have a private version of Helpdesk, but it is something we're considering.
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by evanhamilton 15y ago
Agreed that you should be making your product better...I think that's perhaps the unsung goal with our reporting system. If an article gets read a lot, look at how you can improve it in your product. But you can't fix things fast enough and
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by evanhamilton 15y ago
Very cool stuff, Ivan! Looks like we're fighting the same fight. :) Keep it up!
60.
by evanhamilton 15y ago
Thanks! We hate being interrupted too, so we are very sensitive to that.

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