SoundSource Support Follow-Up

Chris Barajas:

To spread the word, we announced SoundSource 6 on our blog and sent a mass mailing to our customer list. We also took a more targeted approach, contacting both existing and potential customers who’d previously reached out to us with specific requests. We went back to those folks to let them know about the changes that would interest them most. A real live person writes every email response our support team sends, and that human touch takes time. The process is helped along by text snippets, replies that we write once and then reuse and adapt to answer common questions. To decide if an email should be sent to a customer, we checked Help Scout’s conversation history, as well as our own custom app for their order history. For example, if someone requested several features across different emails, we’d pick the one that was most impactful, then delete other drafts to avoid inundating them with multiple messages.

Previously:

• Pitching Apps in the AI Era
• Castro’s Customer Support Lessons
• SoundSource 6
• Whither Help Scout?