The Customer Is Always Right. Really?

All businesses need to service their customers. Software testing tool vendors are no exception. The difference is that the customers in this (our) case, are testers - those whose profession is to improve software, and in the process, find bugs and issues. This can hurt sometimes :-) However, as we have written in a few [...]

2020-02-26T14:32:36+00:00February 26th, 2020|Blog, Support|Comments Off on The Customer Is Always Right. Really?

Things we’ve learned about customer service and support

Supporting users for over 10 years, and communicating with customers regarding future plans, new features and their needs, has proved challenging but rewarding at the same time. There are many ways to support users of your services and tools. Not only how it’s technically done (online, email-based in our case), but also - and mainly [...]

2019-05-19T09:02:14+00:00February 14th, 2019|Blog, Support|2 Comments

Customer Communication – a strategy to creating better software

There’s no doubt the web and software landscape have changed dramatically in the past 10 years. Not in just how software and services can be delivered, but also from the all important angle of ‘customer service’. What does customer service have to do with it all? A lot! Call it Customer Service. Communication. Community Management. [...]

2019-05-19T09:03:05+00:00April 20th, 2011|Blog, Development, Marketing, Support|0 Comments

(How) Are you being served?

Last night I've spent just over two hours on the phone. I don't normally talk much. Most conversations are kept to a minimum. This call was different though. I was talking to my cable Internet support staff. I have to confess, it's a very odd, tricky, almost elusive problem, and they were very kind and [...]

2019-05-19T09:03:10+00:00January 19th, 2010|Blog, General, Support|0 Comments