Moving from just yourself (or a group of founders) to hiring your first employee is filled with terror and peril. At UserScape, we’re fortunate that our first hire, Rebecca (our Happiness Engineer), has been with us over 5 years now. Actually, nobody has ever left UserScape, but that’s a post for another day! As I […]
Support Snap: It’s not Business, it’s Personal
Here’s one way to talk to your customer Dear Valued Customer, Thank you for alerting us to the problem with your account that led to this erroneous charge. Please accept our most sincere apology for the error. We have addressed the issue and believe this matter to be closed. Again, we are sincerely sorry for […]
Do Not Reply to this Email
The credit card we as a company use for a lot of services and apps expires soon, so Ian has been getting emails from companies, reminding him to update the card on file. It’s been interesting to see the wide variety of emails and how different companies handle this routine customer service issue. Here’s what […]
Support Snap: Keep it Snappy. Two tips to streamlining your support
“Support Snaps” is a series of customer support tips you can read in a Snap. They’re published every Monday morning. First, let’s get one thing clear: killing yourself in the name of customer service is not admirable or necessary. It’s ok to take holidays. It’s ok to have open hours, and closed hours. But: […]
Support Snap: Best practices for handling bugs and features
“Support Snaps” is a series of customer support tips you can read in a Snap. Two of the most common support requests for any software company are bug reports and feature requests. Here are some best practices for handling each: Bugs If a customer does you the favor of discovering a bug, all they […]
New Feature: FAQ API. Automatically manage FAQs from other systems
Our newest feature upgrade is a step towards exposing all of Snappy’s functionality via API. As of now, you can create and manage your FAQ (including topics and questions) via our API. This allows users to automatically create FAQ topics and questions from other systems. It also allows you to access your FAQ topics and […]
Convince Me I Don’t Want VC Funding: A Love Letter to Bootstrapping
A Love Letter to Bootstrapping, Part I One of the key points in our introductory post, What it Means to be Snappy, was that Snappy is a bootstrapped business. The term “bootstrapping” comes from the image of pulling yourself up by your own bootstraps. In other words, doing something yourself, without outside help. In terms […]
Free eBook for Email Subscribers: Customer Support for Bootstrappers
At Snappy, our number one goal is to make great customer support simple. We’re big fans of Chase Clemons, a member of the Basecamp support team and the man behind the awesome Support Ops blog and podcast. If you haven’t checked him out, do so now! Seriously. We’ll wait. And then we have a surprise […]
Sleep Deprivation is Making You Dumber
Before I worked for UserScape and Snappy, I worked at a university. It was a steady job and it paid the bills. But it wasn’t especially fulfilling. I found myself building “side hustles” to scratch that creative and entrepreneurial itch. The most successful of these was an Etsy shop I opened. By most measures, it […]
New Feature: Custom Mailbox
We have a confession to make. We’ve kind of been…in your way. Your customers email YOU…not us. So why, when you respond, does your customer receive your reply from you@{subdomain}.besnappy.com, like this? Oh, snap. Look at us in there, stealing your thunder. Wouldn’t it be awesome if emails from you could just come…from you? We […]