While true, we do try to make it as user friendly as we can, and do incorporate feedback from users. We've also hired a lot of our support staff from our customers, so I frequently ask them for advice when designing new modules and features.

We're a small but growing company, so I've been planning on incorporating more methodical approaches to see where we might improve going forward.

I'm primarily concerned with providing a great product for our users. However I do hope it has a positive effect reducing the load on support.

It can be challenging though. We might provide great training but then that employee moves on and their replacement doesn't get the same training, so they don'tunderstand fully what they're supposed to do or how our software fits in their processes. And users are often not very technical, while the processes they need to perform often can get somewhat technical due to regulations or similar aspects outside of our control. Guiding the unsure users while not getting in the way of the seasoned ones can be a delicate act.