Image by bobdegraaf
Small companies' advantages
Notifications about problems in the application are investigated personally by us, instead of forwarding the email to a QA department, as would happen in a bigger company. If a "problem" is spotted, fixing it becomes priority number one, without going through the process of testing, analyzing impact of the fix and so on.
Benefits for the team
Generally speaking, I think it's a very good practice to put people involved in development to perform customer support.
In the past, I had colleagues that really understood the frustrations of the users, but others named some of the requests as being "stupid". Maybe some are not very "smart" questions, but something lies hidden under every request. Not finding a button on the page could also mean that it's not properly positioned, not necessarily that the "stupid" user overlooked it. Most of the users just want to use your software, not to think about how to use it, so don't make them think.
Always reply. Quickly.
When I ask for support, I also like to be the one ending the conversation, so in Teamness we reply to every email, until the person decides to stop.
Dealing with rejection
We sent a polite email telling that we're sorry he decided to quit and we tried to learn as much as possible from this experience. Feedback is not easy to get in the beginning stage, since most users just walk away if they don't like something.
Good support pays off
We know this is only the beginning in terms of support adventures in Teamness. We intend to post more stories from support in the future, so please stay tuned.