Recently, the need for support outgrew our existing team. That’s why a couple of weeks ago Stefano joined our team. He just signed his new contract with Viewbook, so a warm welcome to Stefano.
Back in the day, when I started Viewbook, I did all customer support by myself and continued doing so until time ran out and it was simply not possible anymore. However, I still do a large part and scan through all the messages every day.
As founder and director of Viewbook it is important to know what our customers experience, exactly. With the feedback I receive I can make better decisions and determine which issues are important, which problems need to be solved immediately and what new features are most important for our users. The best way to enhance a product is by understanding what our customers want and need, as well as where they have trouble.
The second person who picked up support is Alrik, co-founder and our
‘communicator’. He’s the person who talks to a lot of users, and the market in general. It’s essential for him to know what people experience when using Viewbook. At the moment he started doing support he felt more connected and in his own words; things became more real.
Naturally, we find it important to help people out to the best of our ability. It’s what we’re here for. We’re not satisfied until you are. That’s why we keep improving our support. We use Zendesk behind the scenes and recently we’ve added live support with Olark. This way, we can answer questions directly on our support site with ‘live chat’. Our next goal is to have a person in the US timezone somewhere next year. This way we can split questions coming from the EU and the US and respond much quicker and hopefully almost directly as they come in.
Customer support has our constant attention, but if you feel we’ve missed out something important or simply wish to share your suggestions and thoughts on the topic, please leave us a comment or send me an e-mail: rien@viewbook.com
