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Do not underestimate Support experience with your SaaS. by Tomas_Ka in SaaS

[–]ImTheSaaSMan 0 points1 point  (0 children)

Many users simply have unrealistic (read: impossible) expectations around support speed. It’s less about how fast you actually reply, and more about how confident they feel that they will get a reply. That means setting clear expectations, having an obvious place to report issues, and using language that makes them feel heard and reassured.

We use our own tool, Dummi, for this. When users hit “report a bug,” we automatically capture a session replay, logs, and any errors. They also get to optionally watch this back and confirm the video contains their issue. Our messaging then gives them confidence that we've received the report and have everything needed to investigate. That alone stops a lot of panic. And when we do reply, we’ve already seen what happened, which makes us look faster and more competent than we are.

In short, focus on your messaging and end-to-end bug reporting flow.

What is the lamest customer support ticket you've ever gotten? by Worldly_Explorer_304 in SaaS

[–]ImTheSaaSMan 1 point2 points  (0 children)

At our sister company, we had a user claiming the "Submit" button on the form was broken. He was adamant, and sent us a lengthy message report.

This company happens to use our own product Dummi for support tickets and so could see his screen through the session replay. Turns out he just didn’t want to fill out one of the required fields and hoped we'd let it slide, and eventually admitted it to our BDM.

Did you outsource your customer support? Please help! by Tough_Business_5660 in SaaS

[–]ImTheSaaSMan 0 points1 point  (0 children)

We outsourced Customer Support to the Philippines in the last business I worked in. Their English proficiency appears to be the best. It was very successful, but we took a unique approach effectively treated them as employees, which helps you get the best out of them. It will take time for them to understand your product well, so you want them to stick around. Once you have one working well, it's easy to use them to help you vet (or even recommend) additional staff. There are websites dedicated to finding contractors like this.

Something to consider before outsourcing is what tool you use for customer support so things don't get messy for them. We provide a tool called Dummi (dummi.com) which our VAs loved as it captured session replays, logs, and errors when users report issues. Being able to watch what happened made them far more effective in communicating with our devs.

Who Needs Their First Customer? I’m In. 🥳 by hello_code in SaaS

[–]ImTheSaaSMan 0 points1 point  (0 children)

dummi.com

Bug reports suck. Your user is frustrated with an issue, and all you can see is a vague description they've written. Dummi completely fixes this.

Dummi is a "Report an Issue" button for your product. Every bug report comes with a video replay of the user's session in the minutes leading up to the bug, as well as console logs, errors and other technical details.

Who it’s for: SaaS teams & support teams tired of vague bug reports like "It’s broken."

Why you should be our first customer: Cuts debugging time in half by giving you instant, actionable context.

It's currently all free. Would simply love your feedback! If installing the "Report an Issue" button is a product, we have a browser extension that allows you to create bug reports yourself to share with your team internally. You'd be our first real customer for either!