#72 - People Can Wait

The weekend just gone might be the first one ever where I didn't look at customer support emails once. (Well, a month or so ago I didn't have a choice but to look at them — all of the emails came directly to my inbox! 😅)

Before our proper support ticketing system, I'd always want to get back to people as soon as possible, no matter how pressing the query.

"It'll look good if we're quick! It'll work in our favour to have such excellent, responsive customer support."

Even when Abbie started helping me with them, sometimes it'd be:

"I'm sure Abbie can provide an excellent response here, but let me just take this one as I know I'll say it in this exact way, which will be perfect..."

(Spoiler: all of Abbie's responses are, though different, also perfect. 😌)

Even when we migrated over to Freshdesk, I would regularly refresh the open tickets page to see if anything new had come in that I could pounce on. 😬
 

But, the continual context switches weren't doing me or the product any good.

At the end of the day, it's getting the app, one that fits the user's needs, to excellent that's going to keep people around; not the fact that I personally replied to them within half an hour that one time.

Getting the customer emails into a proper ticketing system has transformed my working life: I can focus in on development distraction-free and Abbie has the agency to answer any and all of the tickets she wants to within a timeframe that is still miles quicker than many other customer support services from larger companies around the world.

And if I want to take a sneaky peek and help out? I can do that whenever I'm in the right headspace to! 🧘🏾‍♀️
 

One of the features that's going to be available as part of our Plus plan is the ability to compare two different time periods of your stats side-by-side.

Before we get to that though, I think it's high time we gave y'all some new charts!

Stats V2 is on its way! 🤓

I've picked up Killers of the Flower Moon, about a series of terrible murders within the Osage Indian Nation tribe and how they led to the creation of the FBI.

Have a great week,

Nadia

P.S. If you know a friend who's an avid reader or would enjoy following along with this journey, please do forward this email to them! Thank you. :-)
 

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