Coffeecup site designer send email software#

We try to do almost everything online, so with the tools we use such as Skype and LogMeIn, the location of our staff really can be anywhere. How do you think this has impacted your support?Īdam works from his home in North Carolina.įor us, it has worked out amazingly well.

Bet that was one memorable interaction! We understand that your team’s a distributed team. I had to hang up with a customer saying “Gotta go, baby is here!”. I remember when my son was born, I was in the delivery room waiting for the little guy to make it into this world and still helping out in support. Just puts a little extra work load on the staff still working, but nothing we can’t handle. We plan all our vacation time about 6-8 months out so, we always know when someone is going to be off. What is this thing you call “time off”? 😉 Woah! That’s one dedicated team! But surely, you must take some time off. All of us have our iPhones connected at all times and, frequently, check support outside of those hours and respond to questions. Our email support runs pretty much 24 x 7, even during holidays. We also get enquiries through social media.įor the year 2015, we averaged 2,200+ support questions per month or around. We use LogMeIn for remote desktop connections, Skype for phone calls and an internal ticketing system for our emails. What kind of tools do you use to support customers? Don’t hold back on us. Time permitting, we write support articles, test new applications and work on specs for new programs and feature enhancements. I, then, toggle back and forth between email, forums and support. Some issues would require debugging.In that case, we break down the steps and log it internally with our development team for a fix. I, then, move to our ticketing system and deal with support issues. I start out with our public forums and make sure no questions have gone unanswered. On a serious note, I try to stick to a set pattern. I do that for probably another hour after lunch too, I’d say in a given week I probably only do about fifteen minutes of real, actual, work. Peter Gibbons: “Yeah, I just stare at my desk, but it looks like I’m working. Peter Gibbons: “Well, I generally come in at least fifteen minutes late, ah, I use the side door–that way Lumbergh can’t see me, heh–after that I sorta space out for an hour.” Some days, I feel like I want to quote a scene from Office Space. So, what does a typical day at CoffeeCup look like? Now, I’m deeply involved in program development I get to see them grow from an idea all the way to a sellable product.

It has been very rewarding because, previously, I used to just review applications. I have been with CoffeeCup for almost 13 years now. Over the years, I maintained my relationship with the founder and, eventually, left TUCOWS to join the CoffeeCup team.ĬoffeeCup celebrating Scott’s 10 years of awesome service CoffeeCup was one of the first programs I reviewed there. Tell us about yours. How did you join the team?īefore I joined CoffeeCup, I created an Internet services site called TUCOWS. We know CoffeeCup’s amazing, eventful history. We managed to get in touch with Scott, VP of Product Development, to talk about walking the trapeze rope between product development and customer support. Spread over Georgia and North Carolina, they tackle more than 2200 support queries a month.

Scott Swedorski, Suzanne Norvell and Adam East are the three people behind their extra-ordinary support. Conceptualised in a coffee house of the same name, CoffeeCup has been making hot brews and building web design software for over 17 years now.

Coffeecup site designer send email software#

CoffeeCup Software is a computer software development company based in Atlanta with one of the most complimented support staff on the web.