where's the best place to report unexpected/incorrect app behavior, defects/bugs, and get technical support ?
under review
M
Mike O
https://www.hedy.bot/faq directs users to support@hedy.bot for support
canny.io is an awesome user board!
- as of the time of this post, the hedy.canny.io board is built for "feature requests"
in-app feedback
- in-app feedback is collected through a submit form, but there is no immediate method for back-and-forth "support"-type dialogue
Julian
under review
Julian
Good question. You thinking of something "Zendesk-y"? That's a bridge we haven't had to cross yet, but perhaps we're at that point!
I think one other channel that we don't advertise as much for support is the Hedy Slack. But that's not a good long-term solution for tracking support issues.
M
Mike O
Julian, Hi. What does your user-journey map tell you? With so many apps flooding this space, serious negative emotion would result from a missed recording session. It might just take one of those to flip a user to “scorched earth”, depending their expectation and the use case, and the content. Responsiveness, resolution, and perception of being cared for are paramount.
Build it into the product “get help”. Gather logs and send in. Intercom is doing great things in this space, if user-journey map suggests “live”-support.
Discord has good user following and expectations, and a feel-good vibe when founders and dev team interact regularly there (chrono chat).
Email is great too. :P