The Value of Direct Feedback in Product Management

By Joe Smyth, CTO | August 19, 2016

Adding a direct end-user Feedback mechanism to your product will be your best product management tool. 

We have recently added Slash commands to our Messaging interface to give users shortcuts to a range of tools from reminders to creating Salesforce leads in one simple action. When we began to roll out these features our Lead Software Engineer, Ismael Rivera, suggested we add a /feedback command to allow us get direct feedback from our actual end-users. “Sure, why not” I said.

Read More >

Customer Journey : You're an expert at driving people to your website.  Now what? 

As eCommerce managers, marketers and online businesses we work hard to get the appropriate users to the site. We invest money in search engine optimization, online advertising, off line advertising, PR and much more to get a targeted group of users to our website.

Read More >

Four Steps - Using Data Analytics in Customer Service Solutions

We live in the world “powered" by the Web and communications where one in every three people have access to the internet and close to quarter of a million phones are shipped every hour globally. The amount of data shared every day is astonishing, reaching exabytes (millions of terabytes) every day. Analysis of the vast requires new techniques and tools that make our online experiences more personalised and effective.

Data analytics played a key role in the success of eCommerce in the last decade and has since manifested its value in a number of other domains including biotechnology, education or health care. The growth in volume, but in particular variety and velocity of relevant data led to the big data analytics trend.

However, in the customer service domain, the use of data analytics is far from optimal, leaving petabytes of valuable customer data unexplored and lowering the quality of customer service.

Read More >

Improvement is Always about People

When we think of new disruptive ideas that change how people work and interact, we tend to focus on the new technologies that enable this. And we are certainly not short of exciting impactful technologies here in 2014 – including cloud infrastructure, mobile devices, big data, analytics, WebRTC, cloud-based communications and more. However the adoption of new ideas typically must also driven by new groups and new people who come to current business problems with a fresh perspective and a different set of needs. This is indeed the deeper meaning of Clayton Christensen’s famous “Innovators Dilemma” which is not really about overpowering with new technology but rather about meeting new and often unstated needs of new groups in new ways.

Read More >