We Help the World’s Best Developers Make Better Software.
As we pass four million Trello members I thought it would be a good time to share with other small software development teams the fact that providing high quality support doesn’t have to be expensive or impossible. This includes a one business day initial response window for all newly created cases and making sure to follow through on all open cases until resolution. With just a few tools and some dedicated time, it is possible for even just one person like myself to support our entire member base
This is really inspiring!
I love the thought put into the support system. Many times support takes on the role of firefighter; reacting to extinguish flare ups and hopping from one fire to the next. The critical points I spot are the extensive online help (with Analytics even!), the canned email responses, and the smooth ability to escalate support issues. It is exciting to see how a single person can support over four million users!
See on blog.fogcreek.com