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We’ve all experienced customer service like this before: talking to a machine that brings us back to square one — the square we’re trying to get away from. Upthere wants to do things differently.
We make your life easier through customer support. Whether it’s easily accessing information using our website, talking to a real human being, or adjusting our support services through your valuable feedback — we want to make your support experience perfect for you.
Through support, we hope to nourish relationships with customers. To grow any kind of relationship, it takes time and important questions are raised. Questions like these:
5) How do I organize my files?
These are Upthere’s top five customer questions. Although we’re delighted to see visitors come to our support site, their search for answers highlights the challenges of effectively and efficiently teaching people how to best use our applications. We understand there’s no “one-size fits-all” solution in customer support — each user has his or her own approach in finding information. No matter how much effort we put in Upthere’s customer support services, there’s always more we can do. As technology evolves, we want to evolve with it and cater to each user’s changing needs as best as we can.
That’s why everything we do is customer support.
That doesn’t mean every Upthere employee works in the customer support department. Rather, our entire company is the customer support department. Customer support is as much of our product as any technical component you interact with when you use the Upthere service. Customer support is much more than FAQs or a designated email address. Customer support is a fundamental part of the Upthere experience.
Here’s a little known fact: when an Upthere customer interacts with support, every single person in the company sees that interaction, including the customer’s concerns and the provided response. Every. Single. Person. (Shoutout to HelpScout for helping us.) This doesn’t mean everyone responds — although they would if that’s the best way to help our customers. Instead, everyone sees and understands the issues impacting our customers, and no one is isolated from real world problems. This unique interaction allows the Upthere team to stay connected to customers and to get to the right people at the right time.
Upthere is in the business of supporting customers. In fact, providing excellent support for our users makes us different. We certainly believe our design and engineering teams help us deliver a great experience. At the same time, customer support completes the ultimate Upthere experience.
We’re constantly thinking of new and better ways to help customers. We have our FAQ page, a search bar, and real people addressing your concerns. Recently, we developed a way for customers to use SMS to text us for help. While this may sound small, SMS opens another door for customers to receive immediate help. If you want support, simply text us at (650) 200–2683. **Standard text message rates apply. Lawyers make us say this, but it’s true.
One way to improve our support services is to ask: How can we best support you?
If you believe there are better ways we can help, please don’t hesitate to let us know. Your feedback is our fuel, and we appreciate it all: the positive comments and the constructive criticisms. Our job is to help you get the most out of Upthere, whether you’re trying to share your 4k drone video with your best friend or stream your entire iTunes music catalog on your Android device for tomorrow night’s party.
We’ll always work to make our applications as easy to use as possible. We’ll also continue to work on ways to better support customers. Hopefully, we’ll do such a good job with our applications that everything becomes completely self-explanatory. Until that day comes, we want to make sure that our support provides the world’s easiest way to answer the question, “How do I share a 5GB file?” (Simply tap “share” at the top right corner of the Upthere app.)
If you can’t find what you’re looking for, please let us know so we can perfect our process and make your life easier. Contact us anytime.
We can’t wait to hear from you!
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Kai Gray
VP, Operations
