As a QuickBase app manager, you’re a leader in your organization. Whether you created the apps that have transformed the way your team works, or you’re managing apps built by a former colleague, you have users who turn to you for help.
Here are six ways to streamline user support while simultaneously strengthening your reputation as a visionary who has the skill to drive change effectively.
1. Add more app administrators.
You can delegate many aspects of app administration to other users while maintaining authority over the governance of your apps. Select a small subset of users to join your inner circle and train them on your unique solutions. Give them administration rights and visibility within your company as points of contact for QuickBase support. Creating these leadership opportunities for other users gets you out of the weeds, removes existing bottlenecks, and sets you up as a strategic leader in your organization. It also ensures that your apps will live beyond you.
2. Create app cheat sheets for your users – right within QuickBase.
How many times have users come to you asking what a certain field means or which table houses certain reports? Make your users more self-sufficient (and productive) by creating quick reference guides for your apps. These guides may contain lists of field definitions or screenshots on how to perform common tasks, for example. You can create these guides on your own, delegate the work to your team of app administrators, or outsource the effort to QuickBase partners who have documentation expertise.
QuickBase makes it easy for you to create these guides right in the product and add them to your QuickBase Help menu. Your users will thank you for helping them to get their tasks done faster.
3. Incorporate a feedback table into your apps to consolidate user input.
Here’s another time saver you can delegate to one of your app administrators: provide users with a centralized location to offer their input on your QuickBase apps, so you’re not constantly sifting through emails and trying to keep them organized in Outlook folders.
You can quickly add a feedback or survey table to each of your apps by making the table and related forms in one app, and copying that table into your other apps. Feature a link to your feedback form on table home pages and distribute it through other channels on a routine basis.
User input can help you to improve the user experience and increase productivity by uncovering FAQs and making edits to the design and content of your apps. The better the user experience, the greater the degrees of engagement and loyalty you’ll gain from your users. Great change leaders not only implement change, but listen and respond appropriately in a timely fashion.
4. Provide quick access to Intuit QuickBase support resources.
Think twice about whether a user question is something you really need to address or whether Intuit QuickBase support resources can take care of it for you.
A customer I spoke to last week had to cut our call short because she had received requests from multiple users for help in resetting their passwords to log into QuickBase. She was submitting requests to the QuickBase Support Team on their behalf, rather than sending the users a link to add a new QuickBase support case so they could submit the password reset request themselves.
If the request falls outside of your area of focus, or that of your other app admins, redirect your users to QuickBase Support for basic product questions or hire a QuickBase partner for more involved application development needs. In the NEW QuickBase, there’s a “Help” button in the menu bar right within the product. When a user types in a question or search term, this integrated help function searches all of Intuit QuickBase’s support resources for an answer. [See image below]
5. Give your most active users permission to create apps.
We know you love to create apps, but there are only so many hours in the day and opportunities to let colleagues shine. When others are in need of a DIY solution to manage a process, let them create their own apps. They will be personally invested in the app if they add it themselves, and they’ll manage any user requests for help (or smartly follow steps 1-4 themselves). If your team has a dedicated Intuit QuickBase account manager, this person can help your new app creators get to the resources they need.
6. Find an ally in IT.
This advice seems contradictory to DIY app creation, doesn’t it? If you already have numerous QuickBase users and work at an organization with a dedicated IT team, you might find some supporters in your IT organization.
Since anyone can create a QuickBase app (no coding required), many IT departments appreciate the opportunity to offer QuickBase as a solution for users who may be stuck in an IT backlog (yes, DIY is 7x faster than IT).
In addition, developers appreciate the speed with which they can create apps with QuickBase. You may find a great ally in the IT midst to support your users, rally for QuickBase, and strengthen your reputation as a transformative leader who can effectively influence other groups to improve the way they operate.
What other tactics have helped you to spread the wealth of supporting QuickBase use at your organization, while still maintaining your status as a change leader? Share your views here and join our Intuit QuickBase Network group on LinkedIn to start new conversations about QuickBase and custom business apps with other users.
Posted in How To's | Tagged online database, QuickBase administration, time management