Meet Urban Apps

Urban Apps makes great desktop, mobile and web apps for everyone.

The price jump between 3 and 4 agents in Zendesk is around $1000 a year and that wasn’t something that I was willing to spend. SupportBee works out very well for us because of the pricing based on volume.

Matt from Urban Apps

UrbanApps is a software company founded in 2008 by Matt Coneybeare. Focusing mainly on apps for the iPhone, iPad and iPod Touch, Urban Apps has created several top-10 apps including Ambiance and Hourly News. Throughout the years, Urban Apps has expanded with great apps on Mac, Windows and Android.

Hourly News App

In the words of its founder, “All of our apps have been created to solve a problem that we ourselves have faced. Urban Apps only develops apps that we actually want to use. This leads to well-crafted apps that are designed with a purpose, putting usability and simplicity first-and-foremost. “

This is an interview with Matt to discuss how they use SupportBee for streamlining their support.

How many support requests do you handle in a day?

When I make an app release, I can get anywhere up to a 100 support requests a day. On an average day, I get probably around 20. I provide a FAQ page and I have a forum for questions. So, only those that spill over come to me through SupportBee.

What happens from the point a customer email lands in your inbox?

I generally respond right away. If it is a problem that is reported, I spend time investigating it before replying. But, most times the questions I get are pretty basic and I take care of everything from the SupportBee email-notification itself. I login to SupportBee’s web interface only to archive those ‘Thanks’ emails from customers which don’t really need a response from my end.

How do you involve your team members in support?

Everytime I add a member to SupportBee, I create a new forwarding address. For example, the Hourly news app has iOS , Mac , Android and Windows versions. Each one of those versions has its own email address, which users send their support requests to. That gets forwarded to SupportBee where I filter based on the to address and assign it to the right team member. This way, I don’t get notified on customer emails that I don’t take care of.

What were you using before SupportBee?

I was using Zendesk. I started looking out for simpler options when I had to add a new member to the support team. The price jump between 3 and 4 agents in Zendesk is around $1000 a year and that wasn’t something that I was willing to spend. SupportBee works out very well for us because of the pricing based on ticket volume.

How did you feel about the switch to SupportBee?

I felt great about it. I think Zendesk has lost its way. The most important goal of having a service like Zendesk or SupportBee is to make support simpler. There are so many options and features over at Zendesk that if you are looking for a simple ticket management solution, it is not an option. It takes a lot of effort on my part to even figure out how to do things the basic way. SupportBee on the other hand is quite simple and easy to get started with.