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While you can drink coffee hot, cold, over ice or blended, many prefer it in the form of an espresso, which uses a pressurized brewing method to produce a small, concentrated shot. We've received many fewer complaints now about feeling overwhelmed or not finding the information they wanted.According to a 2022 report from the National Coffee Association, Americans drink 3 cups of coffee daily per coffee drinker - or 517 million cups of coffee a day. Splitting these 3 documents into their own tools greatly helps people find the information they're looking forward.
#Decent espresso machine manuals#
The best questions from our customers get moved into the FAQ, but we also store the manuals and our beginner's guide in Basecamp.
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And vitally, the "top messages" message board allows people to check in rarely, perhaps only once a week or once a month, and not feel overwhelmed. This immediately brought structure to the varied discussions, so people could go to what most interested them. We immediately moved to multiple messages boards, organizing them along "top messages", "general", "for programmers", which is essentially a gentle slope of increasing volume and technical difficulty. The problem is caused by the sheer daily volume. People then complain that they can't keep up. Our basecamp forums are so popular with our customers, that hundreds of messages get posted each day. I asked John Buckman, Decent Espresso’s founder and CEO how things have been going since they reorganized their project with multiple tools: It’s a really impressive restructuring that shows what’s possible with Basecamp’s newfound flexibility. They also renamed the to-do tool to “To-dos & Support Tickets” so customers know where to file/review issues. Multiple file sections have been used house manuals in different languages, and to simplify what used to be a very deep hierarchy of folders. They even created separate message boards for French-speaking customers, and another one for those who speak Japanese. And another called the Programmer’s Forum for those who want to customize their machine. Now they have a message board dedicated to the Most Popular Topics. Rather than a deep hierarchy, they’ve surfaced and named things in a way that’s much easier to follow. But now, with the multiple tools feature, they’ve created distinct, dedicated, organized places for things. It worked, but because there was so much activity, and so many files and documents, it was hard to find what you were looking for. And all their documentation into a single file section. They’ve put the new multiple tools feature to very good use.īefore we launched this feature, they packed all sorts of conversations into a single message board.
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It’s one of the most interesting - and surprising - uses of Basecamp I’ve seen. When you buy a coffee machine from Decent, you get an invite to a Basecamp project called the Decent Diaspora. It’s an incredibly vibrant community with well over 3500 people discussing coffee, their machines, techniques, sharing videos, posting pictures of espresso pulls, etc, all inside a Basecamp project. But beyond that, they also use Basecamp to run their customer community too. From back-office stuff, to managing supply chain and manufacturing, to internal communication, to keeping track of all their ongoing projects. Turns out, Decent Espresso uses Basecamp to run their whole business.