Maximizing your Board Support experience
Author: Björn Reuber, Community Captain and L3 Support Team Lead at Board.
As a support leader with 14+ years of Board experience, one of the biggest advantages I see of our software is that you can do whatever you want with it (great!), but this might also be one of the biggest challenges from a support perspective because you can do WHATEVER you want. There are very few boundaries given to Board makers because we do not want to limit their possibilities and ideas. The result of this can sometimes mean that you have different kinds of features in a tool which all are working great—but if you combine all of them, it might create a “monster” which is not working as expected in a never-before-tried scenario.
This is where the Support Team steps in. Our goal is to provide customers with timely resolutions at a level of expertise and customer service that meets or exceeds expectations. The best way to achieve this is through a fully collaborative approach. When a new case is created or a new question is posted to the Board Community with only part of the complete picture, it can be challenging to achieve a satisfactory resolution quickly. Putting on my ‘helper glasses’, a pro tip when raising a new case or question is this: begin by sharing your objective/what you ultimately want to achieve. There may be a better, alternative approach, and we’re here to help!
From a support perspective, a common challenge we have when reviewing an open case or question is limited or incomplete details. This might look something like a case that simply states, “This isn’t working. Please fix it.” An even greater challenge occurs when we receive a full application fix request without a detailed explanation of why it was created in a specific way, aligning with what the requestor was trying to accomplish. This can result in an extended time to resolution.
Whether you’re reaching out to your CSM, opening a support ticket, or posting a question to the Platform Forum in Community, maximizing your support experience with Board begins with providing as much detailed information as possible. Also, limiting the case to a smaller problem subset (rather than a full application fix) is another best practice for support to help you in the best way possible. Remember, while everything is possible within the tool, we’re here to collaborate with you on the optimal way to achieve your goals.
Comments
-
Thanks @Björn Reuber !
To help people to "imagine" our (great!!) team, I am attaching below an image of one of us!
(just joking, obviously :) )
6
