Talking to customers might seem like a daunting task if you’re not used to it. But guess what? Activepieces customers and community are some of the coolest and nicest people you’ll ever chat with. Plus, you’ll get to work with some really smart folks!

Don’t believe me? Just check out our pull requests and see how many customers have contributed to the codebase. It’s pretty awesome!

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How to talk to customers?

  • Chat with them like you’re talking to a friend. No need to sound like a robot. For example:
    • ✅ “Hey there! How can I help you today?”
    • ❌ “Greetings. How may I assist you with your inquiry?”
    • ✅ “No worries, we’ll get this sorted out together!”
    • ❌ “Please hold while I process your request.”
  • Reply quickly! People love fast responses. Even if you don’t know the answer right away, let them know you’ll get back to them with the info. This is the fastest way to make customers happy; everyone likes to be heard.
  • Explain the issue clearly and don’t be defensive and be honest. We’re all about open source and transparency here – it’s part of our culture. For example:
    • ✅ “I’m sorry, I forgot to follow up on this. Let’s get it sorted out now.”
    • ❌ “I apologize for the delay, there were unforeseen circumstances.”

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How to handle bugs and feature requests?

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Case 1: Quick, Easy, or Urgent Issues

  • Understand the issue and how urgent it is.
  • Fix it yourself and open a PR right away. It leaves a great impression!

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Case 2: Issues Needing More Time

  • Always create a GitHub issue for the feature request, and send it to the customer.
  • Assess the issue and determine its urgency.
  • Leave a comment on the GitHub issue with an estimated completion time.

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Case 3: Feature Requests

  • Always create a GitHub issue for the feature request, and send it to the customer.
  • Evaluate the request and how it aligns with our product vision.
  • Add it to our roadmap and discuss it with the team.

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Case 4: Reassigning Issues

  • If you’re not the right person to answer the question, reassign the issue to the right person.
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