Anunay Raj
July 17, 2017
3 min read
“Night gathers, and now my watch begins. It shall not end until my shift.”
What are the things you keep in mind while subscribing to an app? You might think of cost, features, interface, reviews. It can be a long list. Now, what are the things you keep in mind while renewing a subscription? If you were convinced enough to subscribe the app in the first place, you shouldn’t have many apprehensions in renewing it either. It depends entirely on your experience with the app and whether it met your requirements. It depends if bugs were fixed or not. It depends if your suggestions and feature requests were considered or not. This is where a Support Team comes into the picture. To deliver a smooth and worth the money experience. To bridge the gap between users’ expectations and developers’ intentions.
Working at Newton in the US shift made me realise the importance of a 24*7 support team. What I’ve seen from my limited experience here is that people value time more than anything. We are quite often appreciated by our users for the lightning quick response time. No matter what day it is, no matter what time it is, there’s always someone to respond. Be it Social Media, emails or AppStore reviews. We are always there to guard the wall!
We love to hear from our users. An important part of our job involves handling feature requests and suggestions. We get plenty of them. They can be trivial or they can be complex and hard to implement. We have our own way of handling these requests. We have a clear idea about how we want our app to be and we want its core UX to be the way it is right now — clean and simple. We keep a track of all the suggestions and try to focus on priority features. Those that are being demanded by a majority of our users. It is simply not possible to implement every other feature. There’s no point in giving false hopes about something we do not intend to introduce anytime soon. Every feedback and suggestions are read, understood and noted. This is our philosophy. And this is what we try to convey to our users.
Major updates are being rolled out almost every month. It is not very rare to have a few bugs and glitches in some of the releases. What is important is how we proceed to fix them. Troubleshooting an issue is not always a one-way traffic. It requires active participation from users as well because there are instances where we are not able to reproduce the issue, hence causing a delay in the fix. Luckily, we’ve got highly cooperative users in this regard. We get to see them not only reporting bugs but also helping us debug the issue through Skype calls, screen recordings, performing diagnostic tests. It helps us in getting to the bottom of the issue much faster. For a small team as ours, this matters a great deal.
I doubt if winter will come this July or not, but our Windows app will. And I swear it by the old Gods and the new, we’re ready to guard it as we have done till now.
