Update: Android team is on Jira. iOS team is on Asana.

Definite improvement from before. I like both platforms actually.

Thanks again to all of you for your insight

@Hoon - The “Issues” list in Helpshift is our support inbox. You can tag issues and perform bulk actions. It’s a very nice and easy to use interface, though they don’t integrate with a task manager/tracker for all that I know.

@Greg - I absolutely love Asana too. We were using it previously for both dev teams, but they didn’t like it. You and [Read more]

Julie I love the description!

I think it’s spot-on and I love how you guys personalized it

And here’s an old description from my friend’s company:

Seeking a great Community Manager to join our Team! Your job is to be the voice of the company externally and the voice of the costumers internally. The relationship between you and the costumers humanizes the company externally and helps the company understand the “pulse” of the community,…[Read more]

Here is one that I recently ran across for a Digital Content and Community Manager position.

http://www.linkedin.com/jobs2/view/10781207?trk=rj_em

Hope it helps

Dog!

Because we actually KNOW the customers; We’ve heard their stories and we empathize with them. We fight for them when issues arise and push to get their feedback noticed and prioritized. We’re building relationships with them which allows for customer loyalty. An automated analytic/stat system will have data, but will essentially miss the little…[Read more]

@Chase - That’s super I’m from Oak Ridge (by Knoxville)

Southern California bound. First time in 4 years that I’m in the states for Christmas

Of course, I’m the only support person at my company, so I’ll also be working like @Evan. :/

 

P.S. - @Chase you’re from Alabama? We’re neighbors - I grew up in TN

 

TOTALLY agree with @Jake & @Chase

I was just speaking to our team about this. We are adding new features (yes that many customers want), though still have bugs and other things not working 100%. I would rather fix our existing product than add new things. It will not only retain more users (a user who sees a bug more than once will probably…[Read more]

Like @Daniel says, it really depends how it’s done. I can see how it can turn into a rage fest where everyone chimes in and starts getting frustrated. On the other hand, I think that it is important to be able to express what is going on and also openly communicate the issue with the team.

A suggestion would be to actually allow time at a meeting…[Read more]

@Jake - Helpshift has a status called “In Progress”.

Regarding following up with users while waiting for a response - this is done sporadically, say if there was a bug and we emailed some users with a test version. I would follow up with them to get their feedback. Same would be if we gave them a new workaround to try. To differentiate these…[Read more]

Oh to have a customer support team! I work at a small start up which means the support team is me. I’m “officially” available Sunday thru Thursdays 9:30am -6/7pm Tel Aviv time (GMT +2) sometimes on deck nights and weekends.

Our support is primarily through email correspondence, but I also sporadically check FB, Google Play (You can respond to…[Read more]

I wish I’d examined all of the potential ways that the community/users could communicate with us and really examined the answers to these questions:

1. Is this platform really necessary? How and when will the community use it?

2. What’s the point of using the platform? What will we get out of it?

3. If it grows will I be able to handle keeping…[Read more]

Thanks @Jon Lane. I’m based in Tel Aviv so does that matter? Feel free to send me any relevant info

2 CS peeps

1 QA for iPhone

<span style=”font-size: 13px; line-height: 19px;”>1 social media / content writing assistant</span>

I think this could basically help cover the community and make sure that our users’ issues are responded to in a timely and effective manner.

Now that I’m bummed out this won’t happen, back to work

Great suggestions, thanks guys!

@Erica I never thought of putting in the English plus the translated version. That is brilliant and I can see how it can help prevent miscommunication issues!

@Mathew My response to users who request their language is similar to your example. I think the issue is that I hate to turn them down when I know that…[Read more]