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08/26/2010

Mapping Out Red Rover's Customer Care

We strive to make Red Rover a fairly intuitive tool for our users, but questions and suggestions are inevitable. Each new school adopting Red Rover means more users need help and customer care becomes harder to manage. A map of how we handle user questions, concerns, and suggestions is an important step in scaling larger. Our goal is 100% user happiness while maintaining a simple, easy to use, scalable, cost effective solution to manage the process. Below is our first run at visually mapping out Red Rover's customer care. The questions at the bottom are open questions we'll be answering over the next couple weeks as we prepare V2 of this map.

ccmap

(Click here to see a full image)

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