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HOW WE PROVIDE EXCEPTIONAL CUSTOMER SUPPORT TO INDIVIDUALS AND COMPANIES

 * By Sachin Jain
 * December 27, 2023



At Requestly, we are very passionate about providing the best customer support
and we take a lot of pride in how much our customers value the level of support
we offer. Requestly has more than 1000+ reviews on Chrome Store and more than
100 of those reviews mention exceptional support.





“We love our users & product” is one of our cultural values and we live it every
day. Our entire team be it engineers, product managers, sales, and all the
founders remain very active and support the users & customers.





Right now, we provide support at multiple places like Github Issues, In-app
Chat, Email, Slack Community, Discord Community & Slack Connect.









Today, Requestly is being used across 10,000+ companies and it has become quite
difficult for us to provide support across all these channels and we don’t want
to lose the personal touch with our users.





In this post, we will share the list of problems we face while providing
exceptional support and how have we solved them.






PROBLEMS WITH THE EXISTING SUPPORT SYSTEM





    

 1. Lack of Personal Touch with Intercom – We have used Intercom in the past and
    now actively use Crisp chat. One thing that we struggled with in these tools
    is the need for a more personal touch, Users feel they are talking to
    support agents rather than to founders, product managers, or engineers from
    the company. We have noticed the kind of appreciation users have when they
    know the team is providing support to them directly. This brings a question
    – How do we bring the users closer to our team and vice-versa? It didn’t
    look clear upfront how to solve it in existing In-app chat systems.
    
    

    

    

 2. Providing Support to Teams – All the existing tools In-app Chat, Slack
    Community, and Discord Community are optimized for 1-1 Chats but there are
    cases when the same issue/problem needs to be solved at a team/company
    level. We do Slack Connects with some of our customers but we found it hard
    to set up Slack Connect at every company.
    
    

    

    

 3. Scaling Slack Connect – Lots of companies (especially large enterprises)
    don’t approve Slack Connect without a formal agreement.

    









    

 4. Microsoft Teams Connect – Unlike Slack Connect, Microsoft Teams Connect is
    difficult to set up and difficult to use. Moreover, since we live in Slack
    it was difficult for us to provide support to teams in one more channel.

    





Having realised all the challenges, we thought – We can support our users best
when they are using our app So why are we sending them to Slack or Discord So
there should be a system for providing super personalised support but inside the
app.





Hence we built this Internal tool, Saturn – In-app Support with a Slack-like
experience






INTRODUCING SATURN: IN-APP CHAT SOLUTION WITH A SLACK-LIKE EXPERIENCE





Having learned from all the above problems and determined to provide the best
support, we came up with a single support tool that can be used for the
following





    

 1. In-app Community – Create public channels like announcements, bug-reports,
    or welcome and let all the users engage in these channels without
    restrictions.

    

    

 2. Company Level Support – We automatically group users from the same email
    domain in a single channel and without any additional setup, our team can
    interact with our customers’ team together.

    

    

 3. Direct Messages – Our users can also DM any member of our team and
    vice-versa to have any specific conversation. For example – the VP of
    engineering can DM the founder to discuss the pricing in DMs.

    





We have also built other features like two-way Slack Integration, Email backup,
and others.










USING SATURN WITH OUR CUSTOMERS





We have started using Saturn with some of our customers already. Here is an
example of how we onboarded a customer.











Personalized support Saturn helps us provide super personalized support to our
customers & end users. Dismiss this alert.


CLOSING NOTE

Right now, we have enabled Saturn to only a few customers, and In the next
couple of weeks, we will make it available for every company (only business
emails) using Requestly.

Saturn is now available in a private beta. If you are interested in trying out
Saturn in your company, you can request early access by filling out this
TypeForm.





This article was written by:

SACHIN JAIN

Sachin, the founder and CEO of Requestly, has been pivotal in shaping the
company's vision and product trajectory. With over a decade of professional
experience, he has been affiliated with renowned companies like Google, Adobe,
and Grofers.

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 * ProductsNew
   * Web Debugger
   * Mock Server
   * API Client
   * SessionBookNew
   * Android Debugger
 * Use Cases
   * Development
     * Redirect Production JS
     * Test API Endpoint
     * Generate Mock APIs
     * Modify API Response
     * Modify HTTP Headers
   * Quality Assurance
     * Bug Reporting
     * Load local JS Bundle
     * Load JS from staging
     * Override Status Code
     * Toggle Feature Flags
   * Support Engineering
     * Debug code on customer website
     * Demo product on customer website
     * Override Google Tag Manager Scripts
     * Override Adobe Launch & DTM Scripts
   * Integrations
     * API Access
     * Selenium
     * Cypress
     * Github
 * Docs
 * Pricing
 * Blog
 * Resources
   * Learning
     * Case Studies
     * Guides
     * Rule Templates
     * Tutorials
   * Community & Events
     * Slack Communty
     * Student Program
     * Events
     * Requestly Swag
   * Support
     * Payments & Subscriptions
     * Status
     * Release Notes
     * Github Issues
     * Contact us
   * Resources
     * Privacy