How do you handle user support and communication?

In my experience, a well-structured knowledge base and documentation can be real game-changers. They empower users to find answers on their own, which not only eases their frustrations but also reflects our commitment to putting the user in control. I've found that adding a personal touch to responses, when suitable, can make a world of difference. It's about making users feel not just heard but valued. Embracing feedback loops and user education has been essential on my journey, and striking the right balance between automation and personalization has proven key.

Via Email, courtesy of Gmail

By myself

I prioritize maintaining an open and responsive channel with our users, which includes - 1. Actively listening to their needs 2. Promptly addressing inquiries 3. Ensuring clear and empathetic communication. Your goal shouldn't be just to resolve issues but to build trust and positive relationships with users. It will ultimately lead to a better overall experience. Hope it might help you!

For now its just me answering emails - would love to automate it when we get further in our development - what do you use? We launched our MVP today btw go have a look if you have time :) and give us the feedback we need!

Yes, of course but then we have AI support as well

In the early stages of the product, when there are not many customers yet, we will choose to place a customer service email entry in the product so that users can give feedback via email. and proactively asking questions within the product to gather feedback on specific topics. When the number of users accumulates to a certain number, we have a feedback platform for users to contact customer service directly within the application and receive replies, and provide rewards for questionnaires to stimulate users to fill in.

Klu created a dedicated discord channel for better communication with users 🙌🏼 We are new to the platform but I think it might be a game-changer when it comes to giving support, getting feedback and communication in general when the channel grows

At Blocks we use Dashly for it. A user can click on a widget in the lower right corner and share their problem with us in a live chat. As for the matter of urgency we try (and as far as I know, we succeed) to answer ASAP without making people wait.

I have a discord channel, but I also have a separate email that people can use to contact support!

For user support and communication, I provide clear and concise responses, actively listen to user queries, empathize with their concerns, offer appropriate solutions or guidance, and ensure a positive and helpful interaction. I prioritize timely responses and maintain a friendly and professional tone throughout all interactions. We currently use Feedspace to collect, analyze and share video and textual feedback and testimonials from our customers. It is really helpful and easy to use. It is helping our business to drive more customers.

Using Crisp + Created Discord to handle support ! Also documentation & onboarding steps makes more easier to understand the system for the customer so you won't have tons of questions on over chats !!!!

Through email.

I developer game changing chrome extensions - we build support and mailing list/ share right into our UIs Follow me for all things extensions and extensions ideas and monetisation 🍪