We are hiring

How to build Customer Communities

Customer Communities for Dummies by Wendy LeaProbably the most sensible way to leverage screenshot functionality is in building customer communities. Social media best practice is moving toward proactively managed enterprise communities that benefit from many of the features of traditional, consumer social media (and also enjoy many enhancements). Consumers appreciate your Facebook page, and might be willing to hit ‘like’ every now and then, but they don’t always appreciate discussions from their brand of dish soap popping up on their private wall.

Managed customer communities are proven to lower customer support costs. Customers develop a large repository of FAQ and support material that is easily managed and analyzed through a platform such as Get Satisfaction. An excellent primer in customer community building was written by Get Satisfaction’s CEO, Wendy Lea, who has been a great advocate for the evolution of enterprise social media away from the fuzzy metrics of the FB page, and toward active, managed communities with a measurable impact on ROI. Continue Reading “How to build Customer Communities”

Enterprise CFOs: here’s how to reduce customer service costs

It’s taken a while for enterprises to realize how best to use social media. Sales metrics, return on marketing investment and ROI don’t often synchronize well with the vocabulary of the early 2010’s social media expert, whose ‘share of voice’, ‘engagement’, and ‘nurturing advocacy’ make smoke come out of the ears of 90% of CFOs.

social media and customer service costs

Here is an example of where things can get weird. My good friend Media Czar (coincidentally also one of the greatest social media and marketing minds of his generation) sums it up nicely in his blog ‘The Magic Bean Lab’. Media Czar points out that most of the metrics and ideas used to describe the effectiveness of social media don’t mean anything. But there are two important measures that don’t often feature prominently enough in any enterprise social media conversation: reducing costs, and increasing sales.

I’m going to focus on reducing costs, because that’s what I know most about. Continue Reading “Enterprise CFOs: here’s how to reduce customer service costs”

Eric Meyer: we’ve got the solution for your problem!

Eric Meyer, a renown web consultant, wrote a post on the problem of receiving and processing feedback on his own blog, meyerweb.com, and highlighting small things like typos on other blogs, without writing lengthy emails. “As I was reading an article with a few scattered apostrophe errors, I wished that I could highlight each one, hit a report button, and know that the author had been notified of the errors so that they could fix them.  No requirement to leave a comment chastising them for bad grammar, replete with lots of textual context so they could find the errors. (…)”

Continue Reading “Eric Meyer: we’ve got the solution for your problem!”

Continuous Everything – From Coding to Feedback

Continuous Integration and Continuous Deployment are strong concepts in modern software development and specifically useful and necessary for cloud applications. Delivering code continuously keeps the product development agile and allows for fast iterations. Specifically when it comes to SaaS products or services, the way to ship software has to follow the continuous track, delivering new “releases” several times a day. For example, at Quora every commit is submitted to the production system, unless this process is actively suppressed.

Ever decreasing software release cycles also require to rethink the way feedback from real users is gathered. Bimonthly user experience reviews with a selected set of customers are not suitable if new features of a product are published daily. Tools to suggest improvements and to report bugs need to be actively integrated in the product development process, addressing not only a selected group of testers but also includes real users.

This blog post is essentially an extended tutorial, explaining how to set up a 3C software production chain:- Continuous Integration, Continuous Deployment and Continuous Feedback.

We will use Microsoft Visual Studio and deploy directly to Windows Azure (Section 1). After that we connect Microsoft Team Foundation Server Online to our tool chain (Section 2) and subsequently connecting TFS with Windows Azure to establish Continuous Deployment directly from Visual Studio (Section 3). Finally we will add Usersnap to introduce Continuous Feedback to our setup (Section 4).

Since a standard “Hello-World” approach is always disappointing, we decided to create a tweet-wall which displays tweets containing the hashtag #usersnap. Lots of screenshots should provide a step-by-step tutorial to get you started with Visual Studio 2012, Team Foundation Service and Azure and finally Usersnap. There is no need to write code while walking through this tutorial.

Continue Reading “Continuous Everything – From Coding to Feedback”

5 steps to make bug-fixing fun again

Working with bug tracking software can be an extreme pain for the communication/marketing side of your startup. Oftentimes using one or more tools alongside is forced upon them and they don’t always have the notion how important browser- or OS specifics are. Believe me, I’ve been on both sides. If your communications team won’t happily help their programming co workers optimizing the side, how can you expect your users or customers to do so?

Let’s talk about how to make bug-fixing fun again!

Continue Reading “5 steps to make bug-fixing fun again”

Youtube’s Feedback Button vs. Usersnap

It has been announced that YouTube gets another new layout and as always, YouTube offers a feedback button on the bottom right corner to collect textual and visual feedback from their visitors, which is an extremely good idea.

YouTube’s feedback system on the test bed

Clicking on the YouTube feedback button displays a text-box and you will be asked to describe your feedback in your own words. After that you can highlight important areas in your browser and blackout private information: Continue Reading “Youtube’s Feedback Button vs. Usersnap”

Why Measuring Customer Experience Matters: Here are 7 Reasons

Thanks to the emergence of social media, news spread fast and bad news go viral even faster than the time I took to write this sentence.

The advancement of social media and communication technology is the reason most of the businesses, marketing experts, and executives emphasize that customer experience is the backbone of any marketing program.

For any business, small or large, every customer is an asset, without which companies would have no business at all.

Continue Reading “Why Measuring Customer Experience Matters: Here are 7 Reasons”

#ThanksUsersnap | Tweet & Win 2019 Terms and Conditions

It’s that time of the year to be extra thankful and show your gratitude!

Share what you like about streamlined and easy-to-use customer feedback tool Usersnap on Twitter or Facebook with hashtag #ThanksUsersnap and get a chance to win:

$20 Amazon shopping voucher

The latest designer hit – Usersnap T-shirt 🤩

And this is also our way of saying thank you to you for being a supportive customer! We ❤️ you (as much as we love feedback!)

Campaign ends on 30th November.

Winners will be drawn bi-weekly on 20th November and 4th of December. We will contact you via the respective social media. We will draw one lucky winner per 30 shares. All rights reserved by Usersnap.

Happy Thanksgiving from Usersnap team!

[{"code":""30 days before Christmas
[{"code":""30 days before Christmas
is my 30 days of happiness"."
is my 30 days of happiness"."
"label":"30 days free trial"
"label":"30 days free trial"
"win":true}
"win":true}
{"code":""I'm up in the sky with joy about this Free Upgrade"."
{"code":""I'm up in the sky with joy about this Free Upgrade"."
"label":"Free Upgrade"
"label":"Free Upgrade"
"win":true}
"win":true}
{"code":""25% off for 6 months? Yaaas!" Or simply apply coupon BLACK25 upon check out."
{"code":""25% off for 6 months? Yaaas!" Or simply apply coupon BLACK25 upon check out."
"label":"25% Off Coupon"
"label":"25% Off Coupon"
"win":true}
"win":true}
{"code":""I love Usersnap so much I'm going to wear it"."
{"code":""I love Usersnap so much I'm going to wear it"."
"label":"Usersnap Tshirt"
"label":"Usersnap Tshirt"
"win":true}
"win":true}
{"code":""30 days before Christmas
{"code":""30 days before Christmas
is my 30 days of happiness"."
is my 30 days of happiness"."
"label":"30 days free trial"
"label":"30 days free trial"
"win":true}
"win":true}
{"code":""I'm up in the sky with joy about this Free Upgrade"."
{"code":""I'm up in the sky with joy about this Free Upgrade"."
"label":"Free Upgrade"
"label":"Free Upgrade"
"win":true}
"win":true}
{"code":""
{"code":""
"label":"Not your day!"
"label":"Not your day!"
"win":false}
"win":false}
{"code":""25% off for 6 months? Yaaas!" Or simply apply coupon BLACK25 upon check out."
{"code":""25% off for 6 months? Yaaas!" Or simply apply coupon BLACK25 upon check out."
"label":"25% Off Coupon"
"label":"25% Off Coupon"
"win":true}
"win":true}
{"code":""30 days before Christmas
{"code":""30 days before Christmas
is my 30 days of happiness"."
is my 30 days of happiness"."
"label":"30 days free trial"
"label":"30 days free trial"
"win":true}
"win":true}
{"code":""I'm up in the sky with joy about this Free Upgrade"."
{"code":""I'm up in the sky with joy about this Free Upgrade"."
"label":"Free Upgrade"
"label":"Free Upgrade"
"win":true}
"win":true}
{"code":""
{"code":""
"label":"Spin again"
"label":"Spin again"
"win":false}
"win":false}
{"code":""
{"code":""
"label":"Trip to Vienna"
"label":"Trip to Vienna"
"win":false}]
"win":false}]