Category Archives: Thoughts

Awesome User Support is the New Marketing

CloudMagic Customer support love

These are some of the shout-outs we get each day from our happy users. Shipping the product is merely a first step; our job is not done until the user is happy. This happiness comes from experiencing a great product coupled with kick-ass support. Happy users then become life long marketers, an example of this is what we spotted trending on Reddit a few days ago:

Reddit - Just a thumbs up to the devs of CloudMagic   Android

This is not anecdotal, we see many users with such a sentiment everyday. We consciously go the extra mile to keep users happy. Here are a few things we’ve done to make this happen:

Support is in our culture

I’m proud that we have a great support team. In addition, everyone at CloudMagic handles user queries. If you have feedback on design, the design guy will attend to it, if you report a bug on CloudMagic for Android, the Android developer will be talking to you and so on. At times, even the CEO handles the support. What’s more exciting than talking to the very users for whom we build products!

We are all ears

Users are busy, and that’s that. So we make it dead-easy for users to reach out. The support team is just a tap away from our product. Contact Us essentially composes an email to us.

If the user is reporting a bug/issue, we immediately work towards debugging it and fix it based on the severity. Bugs always get priority over new features and enhancements. If it’s a feature request, we probe to understand the use-case and add it to the leaderboard. This makes it easy for us to choose the popular requests and build them in one of the upcoming builds. More the popular requests implemented, more number of happy users.

We also drop a personal note to all those users who had requested the features or were affected by a bug, which make them further happy!

Building Community

Many users reach out to us on our support email – We conclude our conversation asking users to follow us on social networks they prefer. Social networks provide a better platform for us to engage with our users. So, the next time we want to update users on a new feature or want to share something interesting we have a good set followers on Twitter, Facebook and Google+.

App Ratings

Once in a while, we ask happy users to rate us on the app stores. Most likely they would rate us with 5 stars with a nice review. I cannot emphasize enough how important the app stores are for distribution of a mobile app. We take any low rating very seriously and ensure we attend to it the best we can i.e. on Android, we respond to them and engage in a conversation and on iOS, try and find out what went wrong.

There are companies that are built on awesome support – Amazon, Zappos to name a few. We too want to be known for awesome support and we’re definitely on our way there. Let us know what you think about our support, or customer support at your company.

Search and you will find

CloudMagic was a personal data search app in its earlier avatar in which we had painstakingly designed a polished search experience. The new CloudMagic email search is actually an extension of the original CloudMagic Search experience, of course with a lot of improvements. It is one of those features we got working from the very first iteration.

The first thing we decided was that the search bar would always be visible. We believed that our lightning fast search was the right way to find emails instead of scrolling, scanning and foldering. We wanted our users also to use search the way we did, and appreciate it’s capability and not treat it as “chrome” (as opposed to content).

The Little Big Details

CloudMagic Search - UX

Normally in iOS apps tapping on Search will do a slight jump as it switches to the Search mode. We wanted our search box to look like its “always ready” rather than switching from a dormant mode to an active mode. When tapped, the CloudMagic search box just moves up to show more screen space and show results without shaking up too many things in the interface.

CloudMagic Search fade - UX

The fade out – Once the search box has moved up, you start typing and the results starts coming in real time. When the search is fired, instead of showing a loader, the existing mailbox content fades slightly to convey that the results are not in yet. This behavior also contributed well to the overall perception of speed.

CloudMagic Search UX

Search Suggestions – A maximum of 3 that will help you quickly complete whatever you are typing. If you are searching for a contact, the suggestions help you to further narrow down the results.

CloudMagic Search cancel back

Going back – Instead of a Cancel button, the search icon becomes the back button to make the search box just move down, clear the search results and show the mailbox content again.

Search on CloudMagic is a good example of great engineering and finer design nuances creating an experience that can easily be taken for granted.

Are we done? Far from it.