Awesome. We’ve also had to scale up the anchor system and add a first mate (like your terminology there matey).

do feature requirements exist that help you in drafting the scripts and defining acceptance criteria, or do you typically rely on the one-on-one with the dev lead to get this information?

We’ve got one-pagers for projects that are kind of like requirements docs, but usually I work from the demo. Requirements can change over the course of a…[Read more]

Just to keep things up to date, we found a couple of great locals to add to the team, now we’re back to hiring remotely: http://www.getharvest.com/careers/harvest-expert

We’re not greedy, just seeing some growth

I think going down the road of a “survey”, you’ll get even lower response rates. People just don’t like spending their time answering a long list of questions when there’s nothing in it for them.

If you’re specifically trying to ferret out things that can be improved, try reaching out directly to some customers where it looks like they might…[Read more]

QA is very close to customer support in my opinion. We’re the ones vaccinating against problems, customer support is providing critical care to the patient after the fact!

Take this all with a grain of salt! I’m new to this. Background for readers: shortly after Userconf NYC in May, Harvest asked me to take on the role of QA lead (leader…[Read more]

Jon approves of your post @chase and Jon laughs heartily.

I’m so happy that @mathew is on UserCentered

Okay, kick things off with one of my own:

I hadn’t been with Harvest too long and I was nearing the end of the work day. I had one of those fun tickets where the customer wrote in requesting a feature that they didn’t know we had already. I love answering these types of tickets in a fun way — like *waves my magic wand* Boom… okay, it’s there…[Read more]

Let’s all talk about how awesome Userconf was now, so that @chase really feels like he missed out

Next one is May 2nd in Chicago! Mark your calendars!

I think commissions in general emphasize the wrong thing. Let’s look at the case of closing a big deal — if you’re working towards a commission/bonus, then you’re going to do everything you can to get that customer to sign up/buy from you, even if it’s not in their best interests.

What I mean there is that sometimes a product just isn’t the…[Read more]

I don’t get in until late (11pm) on Thursday. But I know how you Userconf folk love to party, so if you’re still going strong, hit me up

We don’t do tiered. We try to get everybody to the point where the can answer any ticket. Otherwise, what happens when the “invoices expert” is out on holidays (just as an example)?

In practice, different people in support take ownership of different areas though. Harvest is a pretty big app with lots of different integrations, and so people…[Read more]

Thanks @jon Sorry for the weird username all

That’s a cool idea @julie, putting a bounty on it. What’s your volume like on weekends? Does it drop off compared to weekdays, or do you pretty much receive a steady stream of support requests 7 days a week?

Hey @matthew,

Any plans to release Yoda either as a SaaS product or (hopefully) on Github? We’re looking at revamping our knowledge base right now, and you’ve got me a bit jealous here…

We’re like Matthew on this one. If it’s one or two months, no biggie we’ll set you up with a refund (as soon as you downgrade or cancel your account).

I think the worst we had (at least that I can remember was something like 14 months. The company contacted us, and said that the employee who signed up using a company card had left the company 6…[Read more]

We’re not currently in a position to be able to offer 24/7 support at Harvest. Officially, we over 10/5 (roughly) support, and we make that information widely known on our web site. In practice, somebody usually will check in on the support queue over the weekend (it’s not mandated, but we all work sort of flexible hours, so there’s usually…[Read more]

@Shelly I sent you a PM with more info. If anybody reading this thread is interested in the response, just hit me up.