EggZack Help Tickets: Agile Iteration and Incremental Development

Project: EggZack help ticket project

Problem: Our initial help ticket structure lacked some functionality, the feedback and metrics show high bounce and some frustration

Solution: Iterate, measure, and iterate some more!

(Updated image courtesy of Pixabay)

When was the last time you tried to describe how to get somewhere without a visual in a foreign country?

"Sure I'll help! Just had down this street for a while, when then you'll see a big white church. Well, you'll see two churches, but this is the REALLY BIG white one that has the little broken sign in front of it. Yeah, at that church, take the side road that kind of snakes behind the church..."

You get the idea.

Well, we took a look at the 30-day metrics for our new help ticket system, and talked to our clients, and POOF! Help tickets now with the ability to upload screen shots!

And the heavens opened up, at least for our clients.

Remember, our clients are super passionate about their business, they care deeply about keeping the doors open and making connections in their local area. They know they need to be on social and have a web presence, but every hour they have to spend on a computer is time that they could be devoting to their business.

So why wait? Iterate! it's a small step that will work better for our clients, it makes their experience a little better, and that makes us all happy (retention, rah rah rah!).

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