Simple implementation of a user support tool in the SaaS Quickme service
When the Quickme team worked on the prototype of the Support module (customers, users), two ways of product development were proposed for discussion - or it would be a complex tool that meets the requirements of ITIL, GOST, ISO within the canons of service companies, or the tool will be simple, but at the same time closing the basic needs of the support service (we wanted freedom). What came out of it and why I will try to tell you today. It is important that my series of articles on SaaS is over and the article is devoted exclusively to our picture of the world and the practice of creating a service.
or Reason for choosing a simple structure of service # 1
So, the project team decided to create a simple service, like most of the SaaS services (examples from the new SaaS Dental Cloud , Nova CRM ). The main argument in favor of choosing a script for creating a simple service was the heredity factor - our email solution is minimalist from the point of view of usability (but complete in functionality) and we did not want to overload the following Quickme modules.
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and Reason # 2
Further, we were guided by simple logic and looked at the portrait of a potential client — our potential client of a small and medium-sized business. The first ones are not hierarchical, they still have small teams and there is no need to organize and implement complex business processes, i.e. the structure of the company does not imply a rigid link to the scenario of distribution of requests among employees, control over execution (there are few customers), rigid distribution of access rights (all OK). Those. the potential client has no need for something extra, and as a result we did not implement the scenarios described above and limited ourselves to the following:
- General chat, which receives "all applications from all customers." This approach is reasonable when a company has a small staff and specialists with different levels of competence (I can help / I can be supplemented).
- Lack of access rights distribution service - in a small team, in our opinion, management can evaluate colleagues, communicating personally and the degree of trust in an employee in small teams is usually high.
- Lack of executive-executive hierarchies. In our concept, all employees see the application (question) in the general chat and everyone can answer it, helping each other.
- We did not implement a reporting system and stories of communication with customers due to the fact that it is not needed with small volumes of requests from customers.
- The main focus in the positioning of the service was in multi-level communications between the company and the client, and we did it perfectly and gave customers the opportunity to receive applications through the form on the website, via email, through the user's personal account, i.e. At least we solved the problem perfectly.
Easy interface Q.Support
As a result, Quickme.Support implemented:
- a single space for receiving applications and working with them - all company employees can process external and internal applications of company employees;
- formation (filling) of the application through the external form posted on the company's website;
- the work of the company's client with the support unit through a personal account;
- sending external requests to a dedicated email address;
- lack of access rights settings for company employees;
- notification of the received application to the email address of the specialist;
- processing of requests in the mode of group chat;
On the whole, the problem has been solved - we have implemented the communications of the client company and adapted the service for the segment of our potential clients. The client receives - low cost solutions, reducing the time for training employees, quick start and start using the service.
Sending an application from the client through the form on the website
It depends on what field of business automation you are working in and how far you are ready to go, developing the SaaS functionality. "Simplicity" just should not get involved in the developers of accounting systems in which you need to comply with regulatory requirements. In collaborative systems, we already see simplicity - ASANA . My colleagues tried a similar approach of minimalism and simplicity in another Dental-Cloud vertical SaaS solution and hope that the service will not need to be developed by leaps and bounds and it will become the best tool for the chosen segment - dental offices.
Alexey Kalachnikov / series of articles on SaaS
Blog author http://www.bootstrap24.ru/
Materials series "How to create and earn on SaaS"
Minimalism of service does not mean bad
or Reason for choosing a simple structure of service # 1
So, the project team decided to create a simple service, like most of the SaaS services (examples from the new SaaS Dental Cloud , Nova CRM ). The main argument in favor of choosing a script for creating a simple service was the heredity factor - our email solution is minimalist from the point of view of usability (but complete in functionality) and we did not want to overload the following Quickme modules.
')
and Reason # 2
Further, we were guided by simple logic and looked at the portrait of a potential client — our potential client of a small and medium-sized business. The first ones are not hierarchical, they still have small teams and there is no need to organize and implement complex business processes, i.e. the structure of the company does not imply a rigid link to the scenario of distribution of requests among employees, control over execution (there are few customers), rigid distribution of access rights (all OK). Those. the potential client has no need for something extra, and as a result we did not implement the scenarios described above and limited ourselves to the following:
- General chat, which receives "all applications from all customers." This approach is reasonable when a company has a small staff and specialists with different levels of competence (I can help / I can be supplemented).
- Lack of access rights distribution service - in a small team, in our opinion, management can evaluate colleagues, communicating personally and the degree of trust in an employee in small teams is usually high.
- Lack of executive-executive hierarchies. In our concept, all employees see the application (question) in the general chat and everyone can answer it, helping each other.
- We did not implement a reporting system and stories of communication with customers due to the fact that it is not needed with small volumes of requests from customers.
- The main focus in the positioning of the service was in multi-level communications between the company and the client, and we did it perfectly and gave customers the opportunity to receive applications through the form on the website, via email, through the user's personal account, i.e. At least we solved the problem perfectly.
Easy interface Q.Support
What happened after the implementation of the concept
As a result, Quickme.Support implemented:
- a single space for receiving applications and working with them - all company employees can process external and internal applications of company employees;
- formation (filling) of the application through the external form posted on the company's website;
- the work of the company's client with the support unit through a personal account;
- sending external requests to a dedicated email address;
- lack of access rights settings for company employees;
- notification of the received application to the email address of the specialist;
- processing of requests in the mode of group chat;
On the whole, the problem has been solved - we have implemented the communications of the client company and adapted the service for the segment of our potential clients. The client receives - low cost solutions, reducing the time for training employees, quick start and start using the service.
Sending an application from the client through the form on the website
Should I repeat the approach?
It depends on what field of business automation you are working in and how far you are ready to go, developing the SaaS functionality. "Simplicity" just should not get involved in the developers of accounting systems in which you need to comply with regulatory requirements. In collaborative systems, we already see simplicity - ASANA . My colleagues tried a similar approach of minimalism and simplicity in another Dental-Cloud vertical SaaS solution and hope that the service will not need to be developed by leaps and bounds and it will become the best tool for the chosen segment - dental offices.
Alexey Kalachnikov / series of articles on SaaS
Blog author http://www.bootstrap24.ru/
Materials series "How to create and earn on SaaS"
- Part I / remove all unnecessary, hit the target, experiment
- Part 2 / invaluable experience of Russian ISV
- Part 3 / sales through an affiliate channel that may not be needed
- Part 4 / Startta Quickme - communication and collaboration of small teams
- Part 5 / pervasive SaaS integration, how nice the threat is to the rest of the software business or how 1 + 1 turns into 3
- Part 6 / Quickme story for partners or 7 reasons to do things together
- Part 7 prefinal / why not sell SaaS?
- Part 8 - FINISH / SaaS - the realities of the Russian market
- Accidentally forgotten Part 9 / Legal SaaS fog
- Part 10 / Business Model Metrics
- Part 11 / Cloud Services Reviews / UX and Usability Testing
Source: https://habr.com/ru/post/227519/
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