Working on putting a better system in place for customer support. I’ve tried setting aside an “email hour” every day — literally scheduling it on my calendar. But the email inbox is too messy; I have a system for marking important requests but things get pushed down and out of sight; in the end it’s too overwhelming for me to sit down and get through everything in a consistent way.

I think we’ll get some kind of support ticket system in place, so there’s a dedicated area for people to go when they need help with something, and a single place I can log into every morning to go through and clear out. I’m not sure where we’ll send people that have questions before they use the product — I’ll need to figure out a sane channel for them that doesn’t get used for all kinds of other things. But my priority is keeping track of customer issues.

Today, all day, I worked on nothing but my backlog of requests — they piled up a bit after a mental break trip last week. There are still important requests and conversations I need to follow up on. It’s really not too much overall, if I took care of everything and then stayed on top of it going forward. Just need to get to that point. (If I haven’t answered your email, you should hear from me soon!)


Thoughts? Discuss...