Resolve RM, it’s all about whuffie!
The more I think about what we are trying to do with Resolve RM (and indeed our other products), the more I realise that we need to be extraordinary as a company. Not just from the products that we offer, but the level of support and attention we give each and every customer.
So Whuffie is an important part of that plan.
I first came across Whuffie at the Fuel Conference, after Tara Hunt gave another one of her excellent presentations (the slides are available on the Fuel blog post I wrote).
In short Whuffie is the term Cory Doctrow uses in this book ‘down and out in the magic kingdom‘ for a replacement currency. A person’s Whuffie is a measurement of their overall reputation and goes up and down depending upon their actions (good or bad).
We can then apply this to Senokian, our products, and how we deal with people to give them an amazing experience which they will hopefully want to share and tell people about.
One of the problems we have traditionally had at Senokian has been dealing with customer support. We’ve been so busy with our work that sometimes we overlooked the support queue and forget to get back to people (that’s when we were using the old EGS based system).
It lead to me getting emails from customers along the lines of: ‘I submitted ticket #123 but haven’t heard anything for a while, what’s happening?’. Giving people a response and keeping them updated is a key part to our Whuffie based strategy and one that we are still trying to perfect (although we are getting better).
With the launch of Tactile CRM I realised we needed something better. We spent a lot of time looking around for a good, easy to use customer support system. All we could come up with were the expensive Remedy type systems, or the excellent, but fairly-difficult-interface-and-install-wise RT.
We played around with RT for a while and tried to give it a go, but it was just too overwhelming (and akward to set up), even for a software company such as ourselves. The idea of Resolve RM was planted and we decided to give it a proper think.
So Resolve RM was born - our Whuffie application. But there’s more to it than that. We realised we need to increase the amount of Whuffie we had at Senokian, but whilst we were at it, we thought we could help other people increase their Whuffie too. A Whuffie BOGOF if you will.
So we decided to build Resolve RM as an addition to our product range so that other people can make Whuffie too. We’ll keep you posted on how it goes!