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This Is How ProdPad Reached 100% Customer Satisfaction

Posted by Andrea Saez
June 11, 2015

Since January of this year, ProdPad has consistently reached 100% customer satisfaction. With many of us coming from a support background, how we treat our customers and their overall happiness with the product, quality of service and support they receive is incredibly important to us.

Wanna know how we did it?

Get the right help desk

The first step is to get the right help desk for your team. We use Zendesk, which offers us not just a ticketing system, but a great Help Center that we work on expanding every day. We’ve gone through a couple of iterations in terms of implementing a comprehensive way for our clients to find and ask for help, and finally settled on an in-app version of our Help Center, with an obvious call-to-action if anyone needs to ask the team for help.

While we have seen a decrease in the number of tickets that come through asking how to use ProdPad, we have seen an increase across other subjects, particularly around the discipline of product management and best practices. This helps us decide what kind of educational resources, webinars and topics we should focus on developing (and less time wondering if our clients can figure out how to use the app.)

Push all the things to Slack

Like everyone else, we are accept and welcome Slack as our overlords. From our ticket requests to our feedback, everything is pushed to Slack. We have a sole channel dedicated to all customer requests and, with the entire team hanging out there, no one misses a thing. Everyone from Marketing, to Development, to our Co-founders see what comes through! If Customer Success isn’t around to answer a question (or even if we are, but someone else knows the answer!) the team is always available to jump in and help.

Not only has this lead to great team communication, as we all know what’s going on, but it has also allowed us to answer clients faster. Based on our latest stats, our median First Reply Time has gone down 44% just in the last 30 days.

Using ProdPad For product management

We use ProdPad for product management. If we didn’t, we’d be missing out… on ourselves!

My favorite feature is the Customer Feedback module. We push all feedback from Zendesk directly to ProdPad. And yes! That means all feedback is pushed to Zendesk, Slack, and ProdPad, so there’s no way we miss out on anything.

Once a week, I’ll go through all feedback submitted and link it to the relevant Ideas in ProdPad, which later on allows us to filter and manage the ideas based on popularity. (Update: We’ve now launched Customer Feedback Portal, which means you get customer feedback on your website/app sent straight to ProdPad.)

This information becomes helpful for our CPO as new features are being built. The team can easily sort through the most asked features and prioritize them as needed.

Looking forward

We are also currently working on our overall operations and onboarding processes, making sure that ProdPad is completely self-serve and our clients have an easy time getting onboard. As we are a small team, our priority is to ensure that we are providing the appropriate and required help, education, and setup for our clients, while making sure our churn rate stays down. More on that, soon!

We’d love to know how our steps to satisfied customers compare to yours, so let us know in the comments what’s worked for you! If you haven’t taken a look at how ProdPad can help you build better products then why not start your free trial today?

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