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Three things I did when my customer found a bug in my SaaS (fixing the bug was last)
by
Farez Rahman
https://farez.me/bug
I find many SaaS clients want a real human to respond to them fast. If you are able to respond to the client quickly while keeping them up to date about fixing an issue, they will be confident that the next time something happens like this, you will handle it with grace.
If its a big issue, for example, the website is not responding or down, then this could destroy the clients confidence no matter how diligent you are to solve it.
Totally agree, Kyle. When things go bad, that's when the human touch is needed the most.
Error messages are a terrible experience. If your error already knows that the tweet needs to be refetched. Already do that, there's no reason to force them to click another button.
Also they only have one button, they clearly wanted to see the tweet. Send them directly to the other page, no reason for the button.
Of course, the end goal is to fix the bug properly, which will get rid of the error message and manual task.
But before we do that, there are quicker fixes we can do so that the customer can continue to gain some value from our product.
In my example, I was able to roll out the quick fix with the error message within an hour, so the customer can continue working.
But that isn't the final fix.
The point is to look at it from the customer's viewpoint and fix what's most important to them first. Once that's done, we can then carry out the full fix.