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Maptio / maptio

http://www.maptio.com
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Add contextual help [Intercom] #64

Closed Safiyya closed 7 years ago

Safiyya commented 7 years ago

@tomnixon same here, i dont think the MVP needs a help desk of we can answer questions manually for now. Maybe we could have a FAQ on Medium and have a simple help button linking to it?

tomnixon commented 7 years ago

Yeah, I agree this can wait until after the MVP. Shall we just create a support@maptio.com email address - perhaps this can go to you so you can see any bug reports of problems quickly, and if it's more relating to help with the initiative mapping process etc you could forward to me? We could keep going with that workflow until we see the need for a proper ticketing system or something like Zendesk.

Safiyya commented 7 years ago

I'm deploying a hack to only show Intercom for me and @tomnixon once logged in. That will allow us to customize copy and settings before we release for all users. If we do go forward with Intercom, the messaging popup will appear before signup with a nice welcome message e.g. Have a look around! Let us know if you have any questions. .

@tomnixon I have all the information I need , so I will let you play around with it for a few days. Let me know if/when you'd like to go ahead.

Safiyya commented 7 years ago

The intercom widget doesnt appear after the page manually refreshes (F5), otherwise navigating works well. I have notified them and waiting for support.

Safiyya commented 7 years ago

Actually it is a bug created by my hack to only show Intercom to some of us. Will disappear once we go full prod but for now, you gonna have to test with that caveat.

tomnixon commented 7 years ago

I feel like the $50/month is a lot when we're bootstrapping have so few customers using it. Can we just manage with email and then add intercom when we feel like it's getting difficult to keep on top of messages? Or is there a cheaper alternative?

Safiyya commented 7 years ago

For me (dev hat), the benefits of Intercom-like software are : being able to get context about bugs/features requests, easily link with issue tracker, easily communicate with end users keep that comm organized, have a sense of how the users are emotionally connecting with the app (how delighted or frustrated they are), give an easy way for end users to talk to us, being able to make announcements about new features/bug fixes to all users at the same time.

Intercom is similar to other offers considering that we all of the features for $49/mo (if we didnt qualify for their startup program, it would be ~$150). Zendesk would be 38euros (+19e for each new member) and GrooveHQ would be $44/mo.

Emails are already getting annoying on my side. I'm not trying to spend money but these organized systems make my life incredibly better... I say let's see how this week and next week go . We have up to October 24th to decide if we want to proceed or not.

Safiyya commented 7 years ago

I cancelled our Intercom plan (free trial ends today) and made sure that we still can reapply to their startup program the same rate ($49/mo) if we'd like to in the future.