Development of Keeping.com started in December 2012. Due to the feedback we received, we had to change our initial concept as the solutions that we had originally envisioned did not completely match the customers’ needs.
After the initial round of interviews, we did notice some very interesting trends. They include:
- Over 85% of respondents acknowledged the benefits of sharing a mailbox when responding to customers inquiries.
- Secondly, over 65% of respondents are still using emails to respond to customers even though email is not made for customer support.
- The ability to use pre-written answers (canned replies) in responding to customers’ enquiries has been the most requested feature.
- Lastly, we did notice that most of the competing help desk solutions contain many features that the customers find worthless. It is therefore important that we focus on simplicity.
We have spent the last two weeks in developing a prototype as a result of the feedback we got from these interviews. The new prototype is 30% complete and will be operational in the next four weeks. If you want to demo and provide feedback, you should let us know and we won’t hesitate for even a minute. 🙂 (and we’ll even throw in a free 1 year premium account when we launch)
To ensure that we provide quality service in developing the user interface, we have added a new member to our team, Karol.
Curious…? Here is a sneak peak of what we have been working on:
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