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April 19, 2019
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Tiffany Houkom

Improving Support Resources for Our Customers

A software platform can offer every feature under the sun, but it’s only beneficial when the user knows how to properly use it. We understand that software can seem overwhelming at times. While it’s been developed to save time and reduce stress, if the proper resources aren’t available to help train users on the basic functionality and provide tips for using more advanced tools, it will always seem like more of a burden than a benefit.

That’s why we’re working on revamping our training materials. We have some exciting changes that we’ll be rolling out in the near future and have some excellent resources for customers to take advantage of in the meantime. Be sure to check out the following four resources to help you get more out of FRONTSTEPS.

1). Weekly Training

Our Customer Success Manager, Jeff Eger, is kicking off a new round of weekly webinar training sessions. Starting on April 23rd, Jeff will host two weekly sessions, one focused on Manager training, the other on Admin training.

  • Admin Training: This 30-minute session will provide instructions on how to add Managers to communities, as well as general settings for community sites. This is designed for the highest-level users.
  • Manager Training: This hour-long session covers the main features within FRONTSTEPS. This was designed for users who will be managing the FRONTSTEPS account for their community.

To reserve your spot in an upcoming session, visit our training calendar!

2). You Asked, We Listened Webinar

Each month we host webinars covering business best practices for property managers, as well as highlighting new product releases. This month, members of our Product team discussed our new #YouAskedWeListened initiative that’s focused on collecting customer feedback to make valuable improvements to our platform. Our UX Designer shared her process for user testing and walked attendees through recent product enhancements and future product releases that are focused on making our software easier to use. Watch the short webinar today!

3). Share Your Feedback

As mentioned above, we take customer feedback very seriously. We know that you’re in the platform every day, and because of that, have valuable recommendations on small and large changes that can make your life easier. That’s why we encourage customers to share their feedback through our digital Productboard. This website allows you to submit feedback, vote on new features, and view our future product roadmap. Submit your ideas today!

4). How to Get Help

We have received feedback from customers that they sometimes have a difficult time getting in touch with our Support team when they have questions. We’ve made changes to fix this problem by creating a new eForm for customers to submit support tickets through. This eForm reduces the time to resolution and increases the number of support cases the team can address on a daily basis. If you need to submit a ticket, please visit http://go.frontsteps.com/Create-a-Case.html.

Stay tuned to our blog for future updates to our support team and training programs!

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