Back in November of last year, I was part of a conference call with a European customer who needed some high level reassurance from us. As part of that request, they mentioned that our customer portal could not help them properly manage support tickets. Thus, I hijacked the call and started a GoToMeeting session from my desktop. I gave them the opportunity to walk me through exactly what they found problematic about our customer portal. For the next 20 minutes they did a masterful job of highlighting what areas of the customer portal simply weren’t working for them. And If put myself in their shoes, I could see that they were not only right, but it was likely that other customers felt this way and had never said anything to us.
With this knowledge, I did something radical, which was to hold many meetings over the next two months where I would bring a proof of concept to the table, and have the customer critique it. This helped us to get to where we are today. Which is, to announce the release of Phase One of our enhanced customer portal.