Customer Experience – How We Do It
- Posted August 9th, 2010
- Filed under: Customer Service, How We Do It, Technology
Being a largely virtual team, our Customer Experience group has come to rely on lots of different tools and technologies to stay connected and manage our work. I thought it might be interesting to feature some of the tools that we use to do the stuff that we do every day.
A big part of working with our customers is to answer their questions and help them resolve any issues that they may be having with BatchBook. On our team, we do a lot of collaboration amongst ourselves to share ideas and ask each other questions. Since much of this information is visual, we’ve really come to rely on a tool called Jing. A picture is often worth a thousand words – and Jing helps us create and share those pictures. It’s often a lot easier to put a big arrow on an image and say “Look Here” than it is to try to describe things.
If you’re not familiar with Jing, it’s a really nifty screen capture tool that lets you quickly and easily grab and share screenshots and screencasts. For us, the quick and easy really is the key to Jing and why we have all naturally gravitated towards using it. With just a couple of clicks, we can grab all or a portion of our screen, annotate it with highlights or text, and then share out those images with the rest of the group.
Jing integrates with screencast.com to host or store these images and with a click it automatically uploads the file and puts the URL on the clipboard. This lets us share the image with each other via Skype, send it out to a customer via email, or add to an issue ticket for the tech team.
We’re starting to use more short screencasts in the group as well since they are so easy to make. To show a series of events or to document how we achieved a particular result is really much easier to do visually than to write out a series of steps.
