Often times “user support” means “customer service.” It makes you think of a vast room filled with headset-equipped representatives answering phones, responding to emails, and reading directly from a manual. These support teams may be completely detached from the rest of the company (perhaps in another country) and few of the users’ questions, concerns, suggestions, or compliments reach the product team.
Let me be the first to say: The Paperless Post support team is no call-center and user feedback is highly valued and communicated. Our team is dedicated to encouraging change on our site in terms of functionality, usability and overall awesomeness. To us, “user support” means helping users with their immediate issues and advocating for their needs. We make sure users’ voices are heard by suggesting new features and improvements based on real feedback about points of confusion and frustration.
It’s what makes being on the user support team feel like a walk through the jungle every single day. (Well, the giant Boston fern and monkey decals in the support room add to the jungle feeling, too.) We’re constantly juggling ideas to ensure that sender and receiver experiences are equally awesome. Balancing user-friendliness, aesthetic appeal, and functionality for both the sender and receiver is quite the challenge! A fun challenge, in fact, because it requires serious flexibility and outside-the-box thinking.
The support team has to be clairvoyant to foresee points of potential confusion and mind-readers to guess what our silent users are thinking – especially receivers! Then, we have to be innovators to suggest tips to increase usability! Phew.
That’s a day in the world of the user support jungle – instead of finding exotic fruits and hiding from tigers, we’re crushing obscure buggy issues and exploring what our users are really looking for from Paperless Post. We hope that all of our users with questions, suggestions, or quick comments won’t be afraid to jump into the jungle and help us make Paperless Post the most enjoyable experience possible for all!