Support without the clutter
Along with selling a product there comes support. Customers have questions and demands about the software and those are often repeating. This is where replies.io comes in, a service provided by my friends Stefan Fürst and Lars Steiger, originally initiated by Ruben Bakker.
Support can be time consuming and easily eat up some hours of your work day. But at the same time it is usually not that much work, that it is worth outsourcing it, especially when you take into account that most of the answers still need your attention, since the support person might not be able to overview the technical details.
Therefore it makes sense to cut down the time spent on support by automating and simplifying the tasks. This is what replies does:
Channels and FAQ
First of all the users need to be able to get in contact with you. The most obvious way is through email. But what if you could also offer a support form that is already trying to cover the most frequently asked questions by analyzing what the user is typing? Replies has those for in form of web forms and a macOS framework. The later one is magic and provides even more benefit, since you get details about the OS, the installed version. The user can also send log files and screenshots and -recordings with a few clicks.
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