Table of Contents
Sometimes it can be challenging to identify when a customer asks a question about the platform the next steps. Below is an outline of potential questions a customer could ask and how to categorize the inquiry.
| Category | Explanation | A customer asks something along the lines of... |
| Platform Bug | Bugs are an error, flaw, or fault in a computer program that causes it to produce an incorrect or unintended result. This looks like a frozen screen or an app crash. Sometimes customers will tell you how the platform should work but that doesn't mean it's a bug. |
My app or admin isn't working the same as it was before. I am unable to [fill in the blank] anymore. |
| Platform Idea | A feature request is when a customer wishes the platform functioned in a specific way that is not yet possible. Sometimes it even sounds like they are demanding the platform to work a certain way. |
The platform should really be able to... Is it possible for... |
| General Inquiry | A customer has an issue with understanding how the platform works and just needs a little bit of assistance or point in the right direction. |
I'm confused about... Is it possible for... |
| Billing Issue | Customers are bound to have questions about their bills. We charge customers an initial set up fee and a monthly fee. Other fees could incur for additional services. |
My bill doesn't make sense... Why am I being charged for... |
| Home Screen Block Change | The home screen of our apps are comprised of blocks customers can choose to add, remove, or request visual alterations. |
I'd like to edit my home screen... |
| New Customer | Sales will send an email introducing the new customer to the support team. |
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| Category Group Change | Our Master Admin has category groups that do not really impact the rest of the app at this time but can be utilized for internal organization. |
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| Data Request | Our platform has some chart functionality (which would be a general inquiry) but for anything more complicated we use an API to visualize the data in Data Studio. This is typically an additional fee. |
I would like to see.... How can I find out if.... |
| Design Request | Some customers may need assistance in designing category icons, goal icons, and app store branding. This is typically an additional fee. |
I don't have a designer on hand... |
| Customer Meeting Recap | After a support representative has met with a customer there are some follow-up tasks that must be completed |
N/A |
| Landing Page | After a customer is live in the app stores our team (free of charge) will assist the customer in getting a landing page live on their website for the app. |
My team is struggling with marketing... |
| Paid Development Inquiry | A customer has agreed they would like to see pricing for an idea they had for the platform. |
I would like to see this change happen to the platform immediately... |
| Other | Misc. |
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