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How Samepage Powers Our Customer Support Process

July 14, 2016

How Samepage Powers Our Customer Support Process

A lot of companies claim to eat their own dogfood, but how much do they really use their own products? We run Samepage using Samepage, and count on it to help us get our work done, so we're true dogfood disciples. We've already shown you 8 Samepage features that help you manage projects better. Now we'll show you how we use Samepage to power our customer support team.

We have 2 offices – one in San Jose, CA and an office in Plzen, CZ. Having offices separated by a 9-hour time difference and 5,827 miles, presents a challenge – especially when you need to work between offices to solve any technical snafus that might come up.

We use a collection of tools to handle our customer support. Our support stack includes Freshdesk for tickets, JIRA for bug tracking, and Samepage as the central hub that brings team members from across the company to coordinate our support efforts. With this process, we're able to easily share information with the people that need it most, and bring the right people together to tackle anything that might come up. I’ll walk you through our stack and show you how we use each program to coordinate our customer support process.

Freshdesk is our community platform and help ticketing system. The Samepage community includes a forum for users to connect with us and raise issues for support. Your Samepage account is your community account, so it’s easy to get involved. Sometimes user issues aren’t covered in the community, so users can open a ticket through the community to let us know about an issue. Our US customer support team is notified of each ticket. Most issues are easily solved with a quick email response, in which case we close the ticket in Freshdesk. For issues that are a little more complex, or need to be brought to the attention of the team, we bring that ticket into Samepage.

To discuss customer support tickets, we created a customer support team in Samepage. The support team is a cross-functional team that includes team members from our customer support team, marketing, sales, product, and engineering teams. The customer support team heavily relies on team chat to share ideas and resolve issues. Team chat also lets us get quick updates on fixes in progress and coordinate meetings.

Alongside the team chat we have team pages. Our support team creates a team page for each ticket in Freshdesk. Each page gets a title [OPEN/RESOLVED] ISSUE NAME. This lets us track issue status in Samepage. The body of the page includes the Freshdesk ticket link, the contact info for the user, and a description of the bug, including any crash reports or version information. Once the page is created it’s time to bring the team together to solve the issue.

Customer support will then @mention someone on our engineering team, usually the person who is working on that specific feature or part of Samepage. Then between support and engineering we’re able to investigate issues further and propose and test fixes.

Once an issue is resolved we change the title of the page to “resolved” and file the page in the resolved issues folder in the customer support team. If we see a recurring issue, the entire transcript and steps we took to solve the issue are catalogued and stored in Samepage so we can access them again.

Addressing customer tickets openly in Samepage provides benefits for the entire Samepage Team. Having each team represented helps foster open communication between our teams to help generate creative solutions to user challenges. With traditional support set ups, feedback is isolated to the customer support and engineering teams. Having customer support discussions in a tool used by the entire company helps us foster a culture of accountability because we get direct feedback to the entire team.

Sales can monitor feedback to learn more about how customers use Samepage so they can tailor their demos, and their customer success strategies to better meet customer needs. As a marketer, I can see what issues users are facing, and create messaging to help prevent other customers from facing the same issues. The Engineering and Product Teams can keep an eye out for potential bugs. If there is a bug, the bug is added to JIRA for code fixes. While the bug is getting fixed, Samepage serves as the communication point to share progress on builds and deployments so the entire team is updated. All steps taken to solve an issue and discussion are documented right on the page for everyone to see.

Samepage is the glue that keeps our customer support process together, and helps us get the right information to the right team members. Without Samepage, we’d have customer issues, fixes, and feedback hidden in two tools most of the team doesn’t use. Having an open customer support process allows us to openly share information around tickets to collectively address user challenges. This process allows us to more quickly address customer needs, and helps us change Samepage for the better.