For vendors: How to provide better customer service for your add-ons users

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Vendors make apps to boost software and make daily work easier. It's come up to customer support as well. But we, as vendors, also have requests, bugs, and tickets. Fast support matters. 

Imagine the situations: 

1️⃣ Ms. Anna had a problem displaying the value of the attribute assigned to the organization in our Customer and Organization Management app - thanks to a quick contact in chat, she found out that in the configuration, she unchecked the Issue view option." It wasn't a situation where you had to develop or fix something. It just required your presence and knowledge. 

2️⃣ Mr. Peter dreamed of allowing customers to edit notifications in any status except Resolved, he had a problem writing JQL, but a quick contact with us in chat solved his problem. Feature Bundle allows that but we had to show him how. 

❓ How to achieve this "quick contact"? How to be there for customers without being glued to the computer?

👉 We embedded LiveChat inside our apps and on configuration pages for our products so that users can chat with our team directly from those places. Thanks to that, we are constantly up-to-date and keep an eye on urgent tickets. As a result, we can react faster and get along with our customers. It's a more personal and human communication- present, live, and honest. 

What's more, when you run a business, what's your biggest inspiration? Customers' feedback, clearly. It's easier for them to express their feelings and ideas through ready-to-use solutions inside the tool they use. Nobody has time to write emails every time. 

We keep an eye on our tickets even when traveling. Chris and Peter always ready to help. 🤓 

This is how we managed our customer support. What're your tips and tricks?

If you want to see us in action, try out our apps and give us feedback 😊

You can read the whole story about our collab with LiveChat here ➡️ https://www.livechat.com/customers/customer-stories/appsvio/