SoundSource Support Follow-Up
To spread the word, we announced SoundSource 6 on our blog and sent a mass mailing to our customer list. We also took a more targeted approach, contacting both existing and potential customers who’d previously reached out to us with specific requests. We went back to those folks to let them know about the changes that would interest them most.
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A real live person writes every email response our support team sends, and that human touch takes time. The process is helped along by text snippets, replies that we write once and then reuse and adapt to answer common questions.
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To decide if an email should be sent to a customer, we checked Help Scout’s conversation history, as well as our own custom app for their order history. For example, if someone requested several features across different emails, we’d pick the one that was most impactful, then delete other drafts to avoid inundating them with multiple messages.
Previously:
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I was one who received this email this week.
-- I didn't know about SoundSource 6 before this.
-- Couldn't find my license key for version 5 purchased under a personal email that was disconnected (if you care, see my comment in the above thread) and emailed support.
-- Got a response in 20 minutes, much earlier than the 24 hours promised.
-- Purchased, unlocked, and am doing some A/B testing between versions 5 and 6.
On that last bullet point, I primarily use SS 5 in two outputs - MBP speakers and AirPods Pro 2 - and not for music. My hearing isn't good, and I have a customized setting in SS 5 to do a major boost on high frequencies. So far, I haven't found the beat way to do this in SS 6. I'll keep working on it though. In my ears using AirPods things clearly sound... muffled.
Between SuperDuper! and SoundSource, this felt like a gift this summer - native Mac apps I use daily having updates!
