![]() Because one-to-one interactions are not always workable at their scale, SwiftKey has adopted a one-to-many approach. They provide support right where the user is-on their mobile device. How does a team stretched to their limits support a growing number of inquiries? The answer lies in SwiftKey’s strategy for anticipating their users’ needs. We’re not in a position where we can have a one-to-one conversation with every single customer.” “We’re just at a scale where we get a thousand inquiries from the Google Play store a month. Yet supporting millions of users with a lean team posed an almighty challenge. ![]() We need to work intelligently on the devices where our customers are coming from,” said Greenwald. Greenwald knew it was time to step up their support game. In addition to existing partnerships with Samsung, TCL Alcatel, and OnePlus, SwiftKey also adopted a freemium model for their consumer apps in 2014. We didn’t have capabilities to do a lot of the things we needed to do on mobile as well. “We struggled with being able to quantify things with analytics and data. “It wasn’t meeting our needs,” explained Greenwald. The team of six was using Uservoice but experienced pain as the company began to ramp up. He joined the company in 2014 and took charge of reinventing the customer experience. Josh Greenwald is the community support lead at Swiftkey. Considering such vast scale, you can’t help but sit up and pay attention. With its apps, users have saved themselves a trillion and a half keystrokes. SwiftKey’s users have written the equivalent of 30,673 copies of Encyclopaedia Britannica. The simple yet effective app has been installed on millions of devices, and its technology is found on more than 250m smartphones around the world. That’s the case with SwiftKey, a smart predictive keyboard. When things work well, they slip into the background. It’s easy to take the little things for granted.
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