Welcome to cycle 5! 

Here's what we have on deck.

We'll be sticking to the basics for The Community this cycle. This means we'll be making sure that content is already laid out to post for the current cycle, and that we're working on content for Cycle 6 already. The goal is to be a cycle ahead for usual items like tips n' tricks, tbts, spotlights, etc.

The Wishing Wednesdays check-in will also be getting organized in the Community account -- similar to that of Voice of The Customer.

We will also review our community survey results and determine what we'd like to change up for Cycle 6 and beyond.

In addition to any coming features, there were a lot of little changes last cycle that affect more screenshots and other Help Docs than just their actual feature pages. Since we're sticking with Help Scout for the pages, we'll also work on reorganizing the content there.

Joan

will also pitch in on the Customer Education Hub with

Sean

and

Farhan

as needed.

With Summer Days wrapping up mid-cycle, we'll also dive back into some short, practical guides to help people in particular industries make the most of Basecamp. Support is frequently asked if we have templates that we can pre-load into someone's account. While we can't do that, we can certainly share better package up some ideas, general tips, and even screenshots for sharing in the help docs. We'll get some help from the Community to find best practices for specific industries (real estate, design, etc...).

Outreach
We're continuing our outreach to the three different groups of customers we talked about in our heartbeat.

Ashley

will spend this cycle continuing conversations (and tamping the surprise of the change in cost) with the owners of accounts that have the 3-for-free discount applied. Her emails to 13,036 active accounts went out this week (thanks to

Rosa

for sending them out!) and she's fielding the majority of responses.

After the success of the Basecamp 2 to Basecamp 4 Office Hours session,

Ashley

will collaborate with

Kimberly

to set up another later in the year. They also have Office Hours planned with a broader agenda in mind — talking through what's new in Basecamp and answering questions from the audience.

Dorin

will be attending this next one on August 30th to share some insider insight on why some of these features were created and what was considered from a designer perspective. 🙌

Ashley

and

Chase

will collaborate on outreach to our Basecamp Classic accounts owners. Some of these accounts have been around since 2006! They'll develop a plan to ensure that this group of loyal folks feel taken care of.

Guides
As summer draws to a close, we expect to see an increase in demo requests, team trainings, and consultation calls the rest of the year.

Ashley

will lead the planning for that demand. We'll also welcome a few new folks to the demo call work. 

She's been diving into CRM platforms with two primary goals in mind: make reporting on demo/guidance trends easier and make follow-ups with those customers easier as both are quite manual now. Bonus points if the CRM integrates directly with Help Scout, if they operate as a small business, and if they have an excellent support team. We’re nearing the finish line with this and expect to be done within the cycle.

Showing people how Basecamp works is a major part of guiding them to competency and confidence.

Ashley

will work with

Nicklas

this cycle to get the resettable demo account sorted out.

And, of course, customer conversations and all varieties of consults/calls to help folks get the most out of their Basecamp trial shall continue. ✨

Our HEY internal docs need a bit of cleaning/updating. We'll make a pass through those to make sure everything is up to date.

Chase

will also check out Birdie, an interesting support app that helps with requesting videos from customers. It also has a screensharing component to it that would help with walking customers through things. 

As always, the bulk of our work each cycle focuses on working with our amazing customers. From emails to classes to calls and research, we'll continue providing the best support possible! 😄

🚀 Onward to cycle five!

— The Support Team ~

Chase

,

Ashley

,

Chris

,

Dana

,

Greg

,

Haas

,

Jayne

,

Jillian

,

Joan

,

Merissa

,

Monic

, 

My

,

Rachel

,

Robert

,

Ryan

,

Sascha

,

sylvia

,

Tony

, and

Victoria